Net Promoter Score (NPS)
Net Promoter Score (NPS) is a customer loyalty metric based on one question: how likely are you to recommend this company to a friend or colleague? Respondents answer on a 0–10 scale, and the score is the percentage of promoters minus the percentage of detractors.
Respondents are grouped as promoters (9–10), passives (7–8), and detractors (0–6). NPS equals % promoters minus % detractors, producing a number from -100 to +100. Teams use it to track loyalty over time, compare segments, and trigger follow-up with unhappy customers.
A common pitfall is treating NPS as a single number while ignoring the open-ended "why" responses, which carry the actionable insight. It also varies by industry and survey timing, so compare trends within your own context rather than against unrelated benchmarks. It is often paired with CSAT.
Last updated: 14 June 2026