Home » Net Promoter Score » What is NPS and how do you measure it?
Last edited: January 11, 2022
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NPS or Net Promoter Score is one of the most widely used customer loyalty KPI. It measures customer satisfaction with one question.
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The respondent answers the question on a scale of 1 to 10. 1 stands for a highly unlikely recommendation and 10 a very likely one.
Based on their answers, the respondents are divided into three categories:
9-10 = Promoters
7-8 = Passives
1-6 = Detractors
NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. This will give you a score between -100 (no Promoters) and 100 (no Detractors).
NPS scores vary across different industries, but a positive NPS (one that is higher than zero) is generally considered good, a NPS of +50 is generally deemed excellent, and anything over +70 is exceptional.
You can compare how you compare in your industry by taking a look at the data collected by NPS Benchmark.
Although NPS has been criticized for its harsh formula, it is one of the most widely used metrics to study the quality of customer experience and customer loyalty.
To get the most out of NPS:
NPS is not only one of the easiest metrics to use, but it also gives you insights on the success of your business.