Net Promoter Score (NPS)
Measure of customer loyalty and likelihood to recommend, based on survey responses
What is Net Promoter Score (NPS)?
Net promoter score shows how likely customers are to recommend a business to others. It is based on a single question and gives a simple read on customer loyalty.
It is widely used because it is quick to collect and easy to track, and it can reveal how many customers are enthusiastic or unhappy.
How this KPI is measured
- Function
- Customer Success & Service
- Sub-function
- Customer Health
- Industry
- All Industries
- Type
- Lagging
- Impact
- Quality
- Unit
- score (−100 to +100)
- Measurement frequency
- Quarterly / Annual
- Formula
- % Promoters (score 9–10) − % Detractors (score 0–6)
How to calculate it
Ask customers how likely they are to recommend you, on a scale of 0 to 10. Subtract the percentage of detractors (0 to 6) from the percentage of promoters (9 to 10).
For example, if 50% are promoters and 15% are detractors, NPS is 50 - 15 = +35.
The score ranges from -100 to +100. Always ask why, and read the comments, since the number alone does not tell you what to change.
Where it is used
Tracking loyalty over time
Follow the trend.
Comparing segments and teams
Find strengths and weaknesses.
Closing the loop
Follow up with detractors.
How to improve it
Tips and common mistakes
- Compare with your own trend more than with other companies.
- Sample size matters for reliability.
- Do not use it to punish individual staff unfairly.
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