What is NPS?
NPS (Net Promoter Score) measures how likely your customers are to recommend you to others. It is a single-question survey that produces a score between negative 100 and 100, and it is the most common loyalty metric in subscription businesses.
The question
"On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?" Respondents answer once and the survey is over. The simplicity is the point.
How it is calculated
Responses are bucketed: 0 to 6 are detractors, 7 to 8 are passives, 9 to 10 are promoters. The score is the percentage of promoters minus the percentage of detractors. Passives remain in the response denominator but are not counted as promoters or detractors.
NPS = % promoters − % detractors
Benchmarks
A positive score means promoters outnumber detractors. Compare results from a consistent audience, survey method and time period. Response rate and sample size matter; a single universal benchmark can be misleading.
NPS vs CSAT
NPS asks about the relationship overall. CSAT asks about a specific interaction. NPS surveys go out quarterly or annually. CSAT surveys go out after every solved conversation.
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