Measure customer loyalty and the likelihood of word-of-mouth growth
Survey Results (Scale 0-10)
Net Promoter Score
0
What is Net Promoter Score?
NPS is based on a single question: "On a scale of 0 to 10, how likely is it that you would recommend our product to a friend or colleague?" Based on their rating, customers are classified into three categories:
- Promoters (9-10): Your biggest fans who will keep buying and refer others, fueling growth.
- Passives (7-8): Satisfied but indifferent. They are vulnerable to competitive offerings.
- Detractors (0-6): Unhappy customers who can damage your brand through negative word-of-mouth.
Your NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The score ranges from -100 to +100.
What is a "Good" NPS? +
Generally, any score above 0 is good. Above 50 is excellent, and above 70 is world-class (think Apple or Tesla). However, always compare against your specific industry average.
Why are "Passives" ignored in the score? +
Passives are included in the total count of respondents, which lowers the percentage of Promoters and Detractors. They don't boost or hurt your score directly because they aren't actively promoting or bad-mouthing you.
How can I improve my NPS? +
Reach out to Detractors immediately to resolve their issues. Turn Passives into Promoters by adding "surprise and delight" features or improving personalized support.
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