NPS (Net Promoter Score)
A metric measuring customer satisfaction based on one question: 'How likely are you to recommend us to a friend?' A blunt instrument, but a useful baseline.
Net Promoter Score (NPS) is a standardized customer loyalty metric calculated based on responses to a single core question: "On a scale of 0 to 10, how likely are you to recommend our product to a friend or colleague?"
Scoring Categories
- Promoters (Score 9-10): Loyal enthusiasts who drive repeat business, write testimonials, and refer peers.
- Passives (Score 7-8): Satisfied but unenthusiastic customers who remain vulnerable to competitive offerings.
- Detractors (Score 0-6): Disappointed customers who risk churning and spreading negative word of mouth.
NPS = % Promoters - % Detractors (Scores range from -100 to +100. Any score above +50 is generally considered excellent).