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What is Net Promoter Score (NPS)?

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Quick answer

Net Promoter Score (NPS) is a simple metric of customer loyalty. It asks 'How likely are you to recommend us? ' on a 0–10 scale, then subtracts the percentage of detractors from promoters — giving a single score that tracks satisfaction over time.

Key things to understand

  1. It measures customer loyalty with one question.
  2. Customers rate likelihood to recommend, 0–10.
  3. Score = % promoters − % detractors.
  4. It's a widely used benchmark of satisfaction.

People also ask

What is Net Promoter Score?
A loyalty metric based on how likely customers are to recommend you, scored from -100 to +100.
How is NPS calculated?
Subtract the percentage of detractors (0–6) from the percentage of promoters (9–10).
What is a good NPS?
It varies by industry, but a positive score is decent and anything above ~50 is considered excellent.