Net Promoter Score

What is Net Promoter Score

Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend a product or service to others. It's based on responses to a single question using a 0-10 scale, creating a standardized way to measure customer satisfaction.

How NPS works

NPS categorizes respondents into three groups:

• Promoters (9-10): Loyal enthusiasts who recommend to others
• Passives (7-8): Satisfied but unenthusiastic customers
• Detractors (0-6): Unhappy customers who can damage brand

How to calculate NPS

Calculate NPS by subtracting the percentage of Detractors from the percentage of Promoters. The score ranges from -100 (all detractors) to +100 (all promoters). This simple calculation provides a clear metric for tracking customer satisfaction over time.

When to use NPS

Implement NPS surveys at key interaction points to measure overall satisfaction, after significant updates, or at regular intervals to track changes in customer sentiment. Use it alongside other metrics for a comprehensive view of user satisfaction.