Also known as: NPS

Net Promoter Score

FoundationalMetricsProduct

Definition

Net Promoter Score: Net Promoter Score measures customer loyalty by asking 'How likely are you to recommend us?' on a 0-10 scale. Promoters (9-10) minus Detractors (0-6) divided by respondents gives NPS from -100 to +100. Scores above 50 are considered excellent.

Example Usage

“Our NPS jumped from 30 to 65 after we redesigned onboarding based on customer feedback.”

Common Misconceptions

NPS is a satisfaction score. It measures likelihood to recommend, which correlates with but isn't satisfaction.

High NPS means high retention. Customers can be promoters but still churn for other reasons.

NPS alone is enough. Combine with qualitative feedback to understand the 'why' behind scores.

Related Terms

Churn Rate

Churn rate measures the percentage of customers or revenue lost over a period. Customer churn counts lost accounts, while revenue churn measures lost...

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Customer Success

Customer Success is a business function focused on ensuring customers achieve their desired outcomes while using a product. CS teams proactively help...

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Product-Market Fit

Product-market fit is the degree to which a product satisfies strong market demand. It occurs when a startup has identified a target customer segment,...

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Related Tools

Delighted

NPS and customer feedback surveys.

Promoter.io

NPS survey and customer feedback platform.

Wootric

Customer feedback and NPS survey platform.

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Net Promoter Score

Definition

Example Usage

Common Misconceptions

Related Terms

Churn Rate

Customer Success

Product-Market Fit

Related Tools

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