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Net Promoter Score

Article1 min readUpdated Feb 24, 2025View source ↗
The Net Promoter Score (NPS) is a measure of a customer's satisfaction with a business, product, or service. An NPS is typically measured on a rating scale of 0-10. This score is also used to assess brand loyalty, as this scale seeks to find the net percentage of consumers who would promote or engage a product. The key to NPS lies in their simplicity, which uses a single question to ask: "How likely, on a scale of 0-10, are you to recommend to your friends, family, or co-workers?" From here, consumers are assigned a category based on their score: Detractors: 0-6 Neutrals: 7-8 Promotors: 9-10 To calculate NPS, Detractors are subtracted from Promoters. For example, 80% of respondents scored the product between 9-10, and 20% scored between 0-6. That is 80 minus 20 for an NPS of 60. NPS is a good predictor of user adoption, with a score over 70 considered outstanding. Learn how to create an NPS Survey in Usetiful
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