Net Promoter Score (NPS) is a gold-standard loyalty metric that asks customers one simple question: "On a scale of 0-10, how likely are you to recommend our product to a friend or colleague?" By segmenting users into Promoters, Passives, and Detractors, NPS provides a high-level view of brand health and word-of-mouth potential.
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Promoters, Passives, Detractors: Who are they?
Promoters (9-10): Loyal enthusiasts who fuel growth. Passives (7-8): Satisfied but unenthusiastic; vulnerable to competitors. Detractors (0-6): Unhappy customers who can damage your brand through negative word-of-mouth.
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How do you calculate the final NPS score?
NPS = (% of Promoters) - (% of Detractors). The score ranges from -100 to +100. Any score above 0 is "Good," above 50 is "Excellent," and above 70 is "World-Class."
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Why is the "Open-Ended Comment" more important than the score?
A "6" tells you someone is unhappy; their comment tells you *why*. The "Qualitative" data from NPS is a goldmine for the Product team to identify missing features or "Friction Points" that are preventing advocates from forming.
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Relationship vs. Transactional NPS: What is the difference?
Relationship NPS is sent periodically (e.g., Every 6 months) to gauge overall brand feeling. Transactional NPS is sent after a specific event (e.g., finishing onboarding). For SaaS, Relationship NPS is the best predictor of long-term renewal probability.
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