 |
| Image ©2025 ux-qa.com |
Net Promoter Score (NPS)
Measuring Success: What is Net Promoter Score?
Net Promoter Score (NPS) is a customer loyalty and satisfaction metric that quantifies how likely users are to recommend a product, service, or brand to others.It provides a standardized measure of perceived value and user sentiment.
NPS measures user willingness to recommend a product, serving as a high-level indicator of customer loyalty and satisfaction.
NPS measures user willingness to recommend a product, serving as a high-level indicator of customer loyalty and satisfaction.
It is easy to collect, simple to interpret, and widely used for strategic decision-making.
NPS is based on a single-question survey:
NPS is based on a single-question survey:
“How likely are you to recommend [product/service] to a friend or colleague?”
How is NPS Calculated?
Respondents answer on a scale from 0 (not at all likely) to 10 (extremely likely), and are categorized accordingly.
Promoters: 9–10
Loyal enthusiasts who actively promote the product.
Passives: 7–8
Passives: 7–8
Satisfied but unenthusiastic users; vulnerable to competitive offerings.
Detractors: 0–6
Detractors: 0–6
Unhappy users who may discourage others from using the product.
Score ranges from –100 to +100, based on a single question with high response rates, and users are grouped into distinct sentiment categories.
How is Net Promoter Score Used?
CX (Customer Experience)To track loyalty trends over time.
Product Feedback Loops
Product Feedback Loops
To identify satisfaction gaps or unmet expectations.
Benchmarking
Benchmarking
To compare against competitors or industry standards.
Churn Prediction
Churn Prediction
To correlate low NPS with attrition or disengagement risk.
How is NPS Data Collected?
- In-product or email surveys using a 0–10 scale
- Post-interaction prompts
- Survey platforms
- Periodic sampling or continuous collection models
What is the Formula for Net Promoter Score?
