NPS
Definition
Net Promoter Score -- a customer loyalty metric based on the question 'How likely are you to recommend us?' scored from 0 to 10.
NPS categorizes respondents as Promoters (9-10), Passives (7-8), or Detractors (0-6). The score is calculated by subtracting the percentage of Detractors from Promoters, yielding a score from -100 to +100. NPS is widely used as a leading indicator of retention and referral potential. However, it is most valuable when combined with qualitative follow-up questions that uncover the why behind the score and drive actionable improvements.
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FAQ
What does NPS mean?
NPS categorizes respondents as Promoters (9-10), Passives (7-8), or Detractors (0-6). The score is calculated by subtracting the percentage of Detractors from Promoters, yielding a score from -100 to +100. NPS is widely used as a leading indicator of retention and referral potential. However, it is most valuable when combined with qualitative follow-up questions that uncover the why behind the score and drive actionable improvements.
What are the best NPS tools?
Top tools related to NPS: Tinybird, Hightouch, Mixpanel, Amplitude, ChartMogul.