Net Promoter Score
Also known as NPS
Net Promoter Score (NPS) is a customer loyalty metric based on a single question, how likely someone is to recommend a company on a 0 to 10 scale, reported as the percentage of promoters minus the percentage of detractors.
How is NPS calculated?
Respondents who answer 9 or 10 are promoters, 7 or 8 are passives, and 0 to 6 are detractors. NPS equals the percentage of promoters minus the percentage of detractors, giving a score from -100 to +100.
What is a good NPS?
It depends heavily on industry, so absolute benchmarks are less useful than your own trend over time. A positive score is generally healthy, but the direction of travel matters more than the number.
What is the most valuable part of NPS?
The follow-up why comment, not the number. The open-text verbatims are voice-of-customer data that explain what drives loyalty and what to fix, which is where the real product signal lives.
Net Promoter Score, in brief
- What is Net Promoter Score?
- Net Promoter Score is a loyalty metric based on how likely customers are to recommend a company on a 0 to 10 scale, reported as the percentage of promoters minus the percentage of detractors.
- What is a good Net Promoter Score?
- It varies widely by industry, so your own trend over time is more meaningful than an absolute benchmark. A positive and rising score is generally a healthy sign.
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