Net Promoter Score (NPS)
Respondents scoring 9–10 are promoters, 7–8 are passives, and 0–6 are detractors. NPS equals the percentage of promoters minus the percentage of detractors, producing a score from −100 to 100. The score is most useful when the audience, timing, response rate, and follow-up comments are consistent. It should not replace behavioral, retention, or revenue evidence.
What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a survey metric based on how likely respondents are to recommend a product or company on a 0–10 scale.
Why it matters
Respondents scoring 9–10 are promoters, 7–8 are passives, and 0–6 are detractors. NPS equals the percentage of promoters minus the percentage of detractors, producing a score from −100 to 100. The score is most useful when the audience, timing, response rate, and follow-up comments are consistent. It should not replace behavioral, retention, or revenue evidence.
Example
If 55% of respondents are promoters and 20% are detractors, NPS is 35.