Updated
Net Promoter Score (NPS) measures customer loyalty with a single question: how likely are you to recommend us to a friend or colleague? Customers answer on a scale from 0 to 10.
How NPS is calculated
- Promoters (9 to 10): enthusiastic customers who actively recommend you.
- Passives (7 to 8): satisfied but not excited.
- Detractors (0 to 6): unhappy customers who are more likely to warn others off.
NPS = percentage of promoters minus percentage of detractors. The result ranges from minus 100 to plus 100. With 50% promoters and 20% detractors, your NPS is 30.
What is a good NPS?
Anything above zero means more fans than critics, and scores above 50 are considered excellent. The most useful comparison is against your own earlier results and against competitors in the same industry.
Using NPS in marketing
Ask promoters for a Google review or a referral, and ask detractors what went wrong. Their answers show what to fix in your offer or service before you spend more on advertising.
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