Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend a product or service on a scale of 0–10. NPS is calculated by subtracting the percentage of Detractors (0–6) from the percentage of Promoters (9–10). Scores range from -100 to +100.
NPS = % Promoters − % Detractors
Promoters score 9–10. Passives score 7–8 (excluded). Detractors score 0–6.
Net Promoter Score is based on a single survey question: "On a scale of 0–10, how likely are you to recommend [Product] to a friend or colleague?" Respondents are grouped into Promoters (9–10), Passives (7–8), and Detractors (0–6). The score is calculated by subtracting the Detractor percentage from the Promoter percentage.
NPS is one of the most widely used customer loyalty metrics because it correlates strongly with revenue growth. A high NPS means customers are willing to advocate for your product — reducing your customer acquisition cost through word-of-mouth. A declining NPS is an early warning sign of churn and product-market fit issues.
Improving NPS requires closing the feedback loop. Survey detractors to understand their pain points. Act on the most common complaints. Follow up with detractors after fixes are shipped. High-NPS companies typically run NPS surveys quarterly and treat detractor follow-up as a customer success priority, not a one-off exercise.
| Level | NPS Score |
|---|---|
| World-class | 70+ |
| Excellent | 50–70 |
| Good | 20–50 |
| Needs work | 0–20 |
| Critical | Below 0 |
FeedbackJar captures user feedback directly in your product. Improve NPS by acting on what users actually tell you.
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