Glossary
Net Promoter Score (NPS)
Net Promoter Score (NPS) is a customer satisfaction metric that measures how likely customers are to recommend your business to others, on a scale of 0 to 10.
How NPS Works
Customers are asked: "On a scale of 0-10, how likely are you to recommend us to a friend?" Based on their response, they're categorized as:
- Promoters (9-10): Loyal enthusiasts who will refer others
- Passives (7-8): Satisfied but vulnerable to competitors
- Detractors (0-6): Unhappy customers who may spread negative word-of-mouth
NPS = % Promoters - % Detractors
NPS Benchmarks
An NPS above 0 is decent, above 30 is good, above 50 is excellent, and above 70 is world-class. Use NPS not just as a metric, but as a trigger — follow up with Detractors to resolve issues and with Promoters to encourage reviews and referrals.
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