Net Promoter Score

Also called NPS

Net promoter score: a survey that asks how likely someone is to recommend you on a 0 to 10 scale, then subtracts the share of detractors (0 to 6) from promoters (9 to 10). Ranges from -100 to 100.

NPS = % promoters - % detractors

Why it matters

NPS is a simple, comparable pulse on customer loyalty and word of mouth. It is a blunt instrument, but tracked over time it flags whether sentiment is improving or quietly rotting.

For example

A survey finds 60 percent promoters and 15 percent detractors, so the NPS is 45.

Related terms

Customer Satisfaction Score Customer Effort Score Word of Mouth

Go deeper

See how founders actually handle this on Money, pricing and metrics, part of the Starting Up hub.

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