Net Promoter Score

What is a Net Promoter Score?

Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. It’s based on a single survey question that asks customers how likely they are to recommend a company, product, or service to others, typically on a scale from 0 to 10. Responses are grouped into three categories: promoters (9–10), passives (7–8), and detractors (0–6). The Net Promoter Score calculation subtracts the percentage of detractors from the percentage of promoters to determine the final score. Organizations track NPS over time to understand how customers feel about their overall experience.

Example: The company asked customers how likely they were to recommend its product and used the responses to calculate its Net Promoter Score (NPS). 

Why is a Net Promoter Score important?

Since recommendations often reflect trust and satisfaction, NPS can serve as a key indicator of overall customer experience and long-term loyalty. By reviewing feedback, companies can identify areas where the customer experience may need improvement. When employees feel well prepared to support customers and deliver consistent experiences, organizations are better positioned to strengthen relationships and improve their overall Net Promoter Score over time.