NPS

Net Promoter Score (NPS) serves as a fundamental metric for measuring customer loyalty and satisfaction at scale. The score derives from a single question asking customers to rate their likelihood of recommending a product on a scale of 0-10. Based on their responses, customers fall into 3 categories: Promoters (9-10), Passives (7-8), and Detractors (0-6).^[1]

The final NPS calculation subtracts the percentage of Detractors from the percentage of Promoters, resulting in a score ranging from -100 to +100. Regular NPS tracking helps identify trends in customer sentiment and predict business growth potential.

A negative NPS indicates significant customer experience issues that need immediate attention. Scores between 0 and 30 suggest you're on the right track but have room for optimization. When your NPS exceeds 30, it signals strong customer satisfaction and a healthy business relationship with users. The coveted 70+ range represents exceptional customer loyalty — these promoters actively champion your product and drive organic growth through enthusiastic referrals.^[2]