NPS (Net Promoter Score)

NPS (Net Promoter Score) is a core metric for measuring customer loyalty. It asks customers 'How likely are you to recommend our product/service to others?' (0-10 scale) and categorizes them: 9-10 are Promoters, 7-8 are Passives, 0-6 are Detractors. NPS = % Promoters - % Detractors, ranging from -100 to 100. In foreign trade, NPS is often used to assess overseas customer satisfaction, predict repurchase and referral potential, and is especially suitable for B2B long-term relationship management. Use cases include: quarterly customer follow-ups, post-trade-show feedback collection, annual key account evaluations. Precautions: ensure sample representativeness, avoid surveying only satisfied customers; different market cultures interpret rating scales differently, so combine with qualitative feedback; NPS should be analyzed together with customer churn rate, order growth, and other metrics. Difference from CSAT (Customer Satisfaction): CSAT measures a single transaction experience, while NPS measures long-term relationship and willingness to recommend. Difference from CES (Customer Effort Score): CES focuses on the ease of resolving a specific issue, while NPS is more macro-level. In foreign trade, pay attention to time zone differences, translation accuracy, and response rates for email or phone surveys.