Net Promoter Score (NPS)
Net Promoter Score (NPS) is a metric that measures how likely someone is to recommend your product, brand, or experience to others.
It’s based on one simple question:
“On a scale of 0–10, how likely are you to recommend this to a friend or colleague?”
Respondents are grouped into three categories:
Promoters (9–10): People who genuinely love what you’ve built and would advocate for it.
Passives (7–8): Satisfied, but not emotionally invested.
Detractors (0–6): People who had a poor experience or feel disconnected.
Your NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
At its core, NPS isn’t just about satisfaction—it’s about trust and loyalty. A high score suggests people feel confident putting their own reputation behind what you offer. A low score is a signal to listen more closely, not to panic.
Used well, NPS is less about chasing a number and more about understanding whether your work is truly resonating with the people it’s meant to serve.