Definition
A survey-based metric asking customers how likely they are to recommend a product, scored from -100 to 100 based on promoters minus detractors.
Why it matters for growth
NPS is a fast, comparable pulse check on customer sentiment, though it should be paired with behavioral data since stated intent does not always predict actual referrals.
Example
A company's NPS rises from 20 to 45 after fixing its slowest-loading feature, correlating with improved word-of-mouth referrals.
FAQ
- What is Net Promoter Score (NPS)?
- A survey-based metric asking customers how likely they are to recommend a product, scored from -100 to 100 based on promoters minus detractors.
- Why does Net Promoter Score (NPS) matter for growth?
- NPS is a fast, comparable pulse check on customer sentiment, though it should be paired with behavioral data since stated intent does not always predict actual referrals.
- What is an example of Net Promoter Score (NPS)?
- A company's NPS rises from 20 to 45 after fixing its slowest-loading feature, correlating with improved word-of-mouth referrals.