Net Promoter Score (NPS)
A loyalty metric that measures how likely customers are to recommend your product or service on a 0–10 scale.
Formula
NPS = % Promoters − % Detractors
Net Promoter Score (NPS) is one of the most widely adopted customer experience metrics in the world. It is based on a single question: "On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?" Respondents are grouped into three segments: Promoters (9–10), Passives (7–8), and Detractors (0–6).
The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The result is a number between −100 and +100. A positive score means you have more Promoters than Detractors, and scores above 50 are generally considered excellent.
NPS is valued because it is simple to administer, easy to benchmark, and correlates with revenue growth in many industries. However, it should never be used in isolation. Pairing NPS with an open-ended follow-up question—such as "What is the primary reason for your score?"—unlocks the qualitative insights that drive action.
Many organizations track both transactional NPS (sent after a specific interaction) and relational NPS (sent on a regular cadence) to capture different dimensions of the customer experience.
Related Terms
Customer Satisfaction Score (CSAT)
MetricsA metric that measures how satisfied customers are with a product, service, or interaction, typically on a 1–5 scale.
Customer Effort Score (CES)
MetricsA metric that measures how much effort a customer had to exert to get an issue resolved, a request fulfilled, or a task completed.
Customer Health Score
MetricsA composite metric that combines multiple signals—such as product usage, support tickets, and survey scores—to predict the likelihood of a customer renewing or churning.
Transactional Survey
MethodologyA survey triggered by a specific customer interaction or event, such as a purchase, support ticket resolution, or onboarding completion.
Relational Survey
MethodologyA periodic survey sent to customers on a regular cadence to measure their overall sentiment and loyalty toward your brand.
Related Resources
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