Definition
Net Promoter Score (NPS)
Also known as: NPS
A metric measuring customer loyalty by asking 'How likely are you to recommend us?' on a 0–10 scale. Scores above 50 are excellent; above 70 are world-class.
What does Net Promoter Score (NPS) mean?
Net Promoter Score is a loyalty metric derived from a single survey question asking customers how likely they are to recommend a company on a 0-to-10 scale, with respondents grouped into detractors, passives, and promoters. The score is the percentage of promoters minus the percentage of detractors.
Why does Net Promoter Score (NPS) matter?
It matters as a simple, widely comparable proxy for customer satisfaction and word-of-mouth potential, and it is frequently used both internally to track loyalty trends over time and externally, with permission, as a trust signal referenced in marketing materials.
How is Net Promoter Score (NPS) applied in practice?
NPS is collected through periodic customer surveys, tracked over time by segment or cohort, and improvement initiatives, like faster support response times, are evaluated by checking whether the score for the affected customer group rises in subsequent survey cycles.
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Where this fits
Net Promoter Score (NPS) sits in the conversion analytics part of the NotiProof resource network.
Read the Conversion Analytics guide