Net Promoter Score (NPS)

Overview

Net Promoter Score (NPS) is the gold standard for measuring customer loyalty and satisfaction. It asks one simple question: "How likely are you to recommend us to a friend or colleague?" on a scale of 0-10.

NPS categorizes customers into Promoters (9-10), Passives (7-8), and Detractors (0-6). Your NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, giving you a score between -100 and +100.

When to Use This Survey

• After a customer has used your product for 30-90 days
• Following a significant interaction or milestone
• Quarterly or bi-annually for ongoing customers
• After customer support interactions

Key Benefits

• Simple and easy for customers to complete
• Universally recognized metric for benchmarking
• Strong predictor of business growth and revenue
• Identifies your biggest advocates and critics

Best Practices

• Always include a follow-up question asking "Why?" to understand the score
• Act on the feedback quickly, especially from Detractors
• Close the loop by responding to customers who provide feedback
• Track trends over time rather than obsessing over individual scores