Definition
Net Promoter Score (NPS) measures loyalty by asking how likely people are to recommend you, on a 0 to 10 scale.
People answer from 0 to 10. Those who pick 9 or 10 are promoters. Those who pick 7 or 8 are passives. Those who pick 0 to 6 are detractors. NPS is the percent of promoters minus the percent of detractors, so it runs from −100 to +100.
Fred Reichheld of Bain & Company introduced NPS in 2003. It's popular because it's short and easy to track over time.
Why it matters
NPS gives you a quick read on how people feel about your product as a whole. But the number alone won't tell you why. Always add a follow-up, like "What's the main reason for your score?" Our free NPS calculator does the math.
Example
You get 200 replies: 110 promoters, 50 passives and 40 detractors. That's 55% promoters and 20% detractors. Your NPS is 55 − 20 = 35.
Related terms
- CSAT (customer satisfaction score) CSAT, or customer satisfaction score, measures how happy people were with one thing, like a support chat.
- Customer Effort Score (CES) Customer Effort Score (CES) measures how easy it was for someone to get a task done.
- Voice of the customer (VoC) Voice of the customer (VoC) means gathering what customers say, in their own words, and using it to guide your choices.
- Churn rate Churn rate is the percent of customers who stop paying or stop using a product during a set time, such as a month.
Learn more
- NPS vs CSAT: which survey should you use? 6 min read
- How to reduce churn with customer feedback 6 min read
Updated by the Synthiya team. See all terms.