Definition
Net promoter score
Net promoter score, or NPS, is a measure of customer loyalty based on one question: how likely are you to recommend us. Responses group customers into promoters, passives, and detractors, and the score reflects the balance. A high NPS signals strong loyalty and word of mouth potential.
Net promoter score gauges loyalty with a single question, usually rated from zero to ten: how likely are you to recommend us to a friend. High scorers are promoters, low scorers are detractors, and the score is the difference between their shares.
NPS is popular because it is simple and predictive. A rising NPS suggests happier customers who will refer others, while a falling one warns of trouble ahead. Following up on low scores to fix problems, and on high scores to request reviews and referrals, turns the survey into action.
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