Marketing
What is Net Promoter Score?
Net Promoter Score (NPS) is a simple metric of customer loyalty. It asks 'How likely are you to recommend us?' on a 0–10 scale, then subtracts the percentage of detractors from promoters — giving a single score that tracks satisfaction over time.
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Watch a 2-minute lesson with voice + animation that explains net promoter score.
Key things to understand
- 1It measures customer loyalty with one question.
- 2Customers rate likelihood to recommend, 0–10.
- 3Score = % promoters − % detractors.
- 4It's a widely used benchmark of satisfaction.
Frequently asked questions
- What is Net Promoter Score?
- A loyalty metric based on how likely customers are to recommend you, scored from -100 to +100.
- How is NPS calculated?
- Subtract the percentage of detractors (0–6) from the percentage of promoters (9–10).
- What is a good NPS?
- It varies by industry, but a positive score is decent and anything above ~50 is considered excellent.