Net Promoter Score (NPS)
Net Promoter Score (NPS) is a widely used metric for measuring customer loyalty and satisfaction. It is determined by asking customers how likely they are to recommend a product or service to others, typically on a scale from 0 (not at all likely) to 10 (extremely likely). The score helps organizations gauge overall sentiment and identify promoters, passives, and detractors among their user base.
What is Net Promoter Score?
Understanding the gold standard of customer loyalty measurement
Net Promoter Score (NPS) is a widely used metric for measuring customer loyalty and satisfaction. It is determined by asking customers how likely they are to recommend a product or service to others, typically on a scale from 0 (not at all likely) to 10 (extremely likely). The score helps organizations gauge overall sentiment and identify promoters, passives, and detractors among their user base.
Why NPS Matters
The critical benefits for modern businesses
NPS is a simple yet powerful indicator of customer advocacy and potential for organic growth. In SaaS and professional services, a high NPS often correlates with strong retention, referral rates, and long-term business success. Tracking NPS can help you:
Measure Impact
Measure the impact of product changes on customer loyalty
Identify At-Risk Users
Identify at-risk users and proactively address concerns
Benchmark Performance
Benchmark performance against industry standards
Drive Improvement
Drive continuous improvement through actionable feedback
How NPS Works
Understanding customer categories and calculation
Customers are grouped based on their responses:
Promoters (9-10)
Loyal enthusiasts who fuel growth through referrals
Passives (7-8)
Satisfied but unenthusiastic customers
Detractors (0-6)
Unhappy customers at risk of churn
NPS Calculation
Score ranges from -100 to +100 based on percentage differences
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
NPS in FeedbackNexus
Comprehensive NPS tracking and analysis
FeedbackNexus enables teams to collect, track, and analyze NPS responses alongside all other feedback. By integrating NPS data with sentiment analysis and priority scoring, you gain a holistic view of customer health and can act quickly on negative trends.
Related Terms
Connected concepts in feedback management
Frequently Asked Questions
Common questions about Net Promoter Score
How often should I measure NPS?
Regular measurement (quarterly or after key milestones) provides the best insight into customer trends.
Can I segment NPS results?
Yes. FeedbackNexus supports segmentation by user type, plan, or other criteria for deeper analysis.
Is NPS enough to measure customer satisfaction?
NPS is valuable, but combining it with qualitative feedback and sentiment analysis gives a fuller picture.
Summary
Key takeaways about Net Promoter Score
Net Promoter Score is a powerful metric for measuring customer loyalty and predicting business growth. With FeedbackNexus, you can seamlessly integrate NPS tracking with comprehensive feedback management to build stronger customer relationships and drive sustainable success.
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