Glossary
What is NPS?
Net Promoter Score
NPS (Net Promoter Score) measures how likely customers are to recommend you. Ask "How likely are you to recommend us?" (0-10); score = % promoters minus % detractors.
How to read it
- Promoters: answer 9 or 10.
- Passives: answer 7 or 8.
- Detractors: answer 0 to 6.
NPS = percent promoters minus percent detractors. It ranges from -100 to +100.
Why it matters
It gives one number for whether you have more happy or unhappy customers and how that shifts over time. The most useful part is often the comment from detractors: you can respond quickly.