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Acronyms Dictionary

NPS

Definition

Net Promoter Score. A metric asking respondents to rate the likelihood of recommending a company.

Deep Dive

NPS is a widely used benchmark for customer loyalty. It is calculated based on responses to a single question: "On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?" Respondents are grouped into Promoters (9-10), Passives (7-8), and Detractors (0-6).

Examples & Use Cases

  • 1A software company achieving an industry-leading NPS of 75
  • 2Using NPS feedback to identify Detractors and proactively resolve their issues
  • 3Tracking NPS monthly to measure the impact of new feature releases on customer loyalty

Related Terms

CSATChurnLoyalty

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