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 count for nothing.
NPS = % promoters − % detractors
Benchmarks
Anything above 0 means you have more promoters than detractors. Above 30 is good. Above 50 is excellent. Above 70 is rarely seen outside Apple and a handful of others. Industry context matters more than the absolute number; airlines averaging 20 is a different signal than a SaaS averaging 20.
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.
See it working on message.com.
Unified inbox, grounded AI, flat pricing. 14-day free trial. Credit card required.
Start free trial →