NPS (Net Promoter Score)

NPS (Net Promoter Score) is a loyalty metric based on one survey question: "How likely are you to recommend us to a friend or colleague?", answered on a scale from 0 to 10. The score is the percentage of promoters minus the percentage of detractors, giving a result between -100 and +100.

Why it matters

NPS is quick to collect and easy to track over time, so teams use it as a rough signal of customer sentiment and word-of-mouth potential. A follow-up question such as "Why did you give that score?" usually produces the most useful feedback.

Example

Respondents are grouped as promoters (9-10), passives (7-8) and detractors (0-6).

200 responses: 100 promoters, 60 passives, 40 detractors
NPS = 50% - 20% = +30

Passives count toward the total but not toward either percentage.

Common mistakes

• Comparing your score with another industry. Typical scores differ widely between sectors.
• Surveying only happy users or only after support contact, which biases the result.
• Treating the number as the goal. Acting on the comments matters more than moving the score.
• Expecting NPS alone to predict churn or revenue.

Related

• CSAT
• Churn rate
• Customer success
• KPI

यह पेज सामान्य जानकारी है, जिसे हमारी संपादकीय टीम ने लिखा है और दस्तावेज़ीकरण बदलने पर अपडेट किया जाता है। सर्वर और प्रदाता अलग-अलग होते हैं, इसलिए बदलाव पहले सुरक्षित तरीके से जाँचें। देखें: संपादकीय नीति और अस्वीकरण.