nettospromoterscore

Net promoter score (NPS) is a management metric used to measure customer loyalty and the likelihood that a customer would recommend a company's products or services. It is typically collected with a single question: "On a scale from 0 to 10, how likely are you to recommend us to a friend or colleague?" Respondents are grouped into promoters (9–10), passives (7–8), and detractors (0–6).

To compute the score, calculate the percentage of promoters and subtract the percentage of detractors. Passives are not counted in the calculation. The resulting value ranges from -100 to +100. For example, if 55% are promoters and 20% are detractors, the NPS is 35.

Interpretation and use. A higher NPS indicates greater overall loyalty and potential for organic growth through referrals. Companies often benchmark against industry peers and track NPS trends over time to assess the impact of product changes or service initiatives. NPS is most informative when analyzed alongside response rate, segmentation data, and follow-up qualitative feedback.

Applications and practices. NPS is used to identify and reward promoters, target outreach to detractors for issue resolution, and drive customer experience improvements. Organizations commonly close the loop by contacting respondents to address concerns, and they may use follow-up questions to understand drivers of satisfaction or dissatisfaction.

Limitations and considerations. NPS is a single-item metric and may not capture all aspects of customer satisfaction. Cultural differences, survey timing, question wording, and sampling bias can affect results. The score should be interpreted in context and supplemented with additional metrics and qualitative feedback. An employee-focused variant, eNPS, applies the same logic to measuring employee engagement.