Net Promoter Score (NPS) Definition

Net Promoter Score (NPS) is a measurement of customer loyalty and satisfaction

Net Promoter Score (NPS) is a measurement of customer loyalty and satisfaction. It’s a simple measure based on customers / users answering a single question - “How likely is it that you would recommend our product to a friend or colleague?” The answer is a score from 0 (Not likely) to 10 (Very likely).

Users who score 8 or above are Promoters (yay!) and those scoring 6 or below are Detractors (boo!). In the middle (7 or 8) are simply Passives and don’t add or detract from the NPS score.

The Net Promoter Score is calculated as follows:

$$ NPS = \% Promoters - \% Detractors $$

It’s a simple way of measuring loyalty and satisfaction and is an easy add on to any routine surveys or questions regularly asked to your users.

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