Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a key figure that shows how willing customers are to recommend a company or brand to others.

What's it all about?

  • How satisfied are customers? The answer is provided by the Net Promoter Score (NPS)
  • METRO collects and evaluates customer feedback on the basis of the NPS

The Net Promoter Score - NPS for short - is a key figure that can be used to measure customer satisfaction. Based on standardised surveys, the NPS determines the willingness of customers to recommend a company or brand to others. The basic principle of the calculation is simple: the percentage of critical customer opinions is subtracted from the percentage of favourable customer opinions, resulting in the Net Promoter Score (NPS). A high NPS score is a sign of high customer satisfaction and loyalty.

HoReCa and traders in focus

METRO uses the Net Promoter Score (NPS) to regularly measure the satisfaction of its strategic customers HoReCa and Trader. NPS is one of METRO's key performance indicators, which is used to continuously monitor the implementation status of the sCore strategy.

Wow effect on the shopping experience

From a customer experience to ‘wow’

How can customers be inspired and wow experiences be created? A conversation with the psychologist Jens Lönneker.

Unique shopping experiences are needed to inspire customers. But how can such wow experiences be created? An interview with psychologist Jens Lönneker.