Net Promoter Score (NPS)
01 Definition
Net Promoter Score (NPS) meaning: A loyalty measure based on how likely customers are to recommend a company.
Net Promoter Score asks customers how likely they are to recommend a brand on a 0 to 10 scale. Scores of 9 to 10 are promoters, 7 to 8 passives, and 0 to 6 detractors. Subtracting the percentage of detractors from promoters gives a result from negative 100 to positive 100.
Why it matters
How Net Promoter Score (NPS) fits the work
NPS gives a simple, comparable number to track loyalty sentiment over time and across segments, making it easy to share with teams and leadership.
In context
From 200 responses, 50% are promoters and 20% are detractors, giving a Net Promoter Score of 30.
Practical note
NPS is a proprietary metric from Bain, Satmetrix, and Fred Reichheld; a single number hides the reasons behind it, so read the follow-up comments.