Net Promoter Score (NPS) - Complete Guide
What is NPS?
NPS measures customer loyalty by asking one question: "How likely are you to recommend us to a friend?"
NPS Score Ranges
World-Class
+70 to +100
Excellent
+50 to +69
Good
+20 to +49
Average
0 to +19
Poor
-1 to -50
Critical
-51 to -100
Promoters (9-10)
Loyal enthusiasts who will fuel your growth through referrals.
customers
Passives (7-8)
Satisfied but can be easily enticed by competitors.
customers
Detractors (0-6)
Unhappy customers who can damage your brand through negative word-of-mouth.
customers
How NPS is Calculated
% Promoters
40%
% Detractors
30%
NPS
10
Industry Benchmarks
Promoters
4
40%
Passives
3
30%
Detractors
3
30%
NPS Score
10
range: -100 to +100
Your NPS Score
Recommended Actions
Detractor Recovery Program
Your detractor ratio is high. Create a dedicated recovery workflow to reach out, understand issues, and resolve problems.
NPS Segment Breakdown
Rating Distribution
By Category
Survey Responses (10)
| Respondent | Rating (0-10) | Segment | Category | Date | Comment | |
|---|---|---|---|---|---|---|
| Promoter | ||||||
| Passive | ||||||
| Promoter | ||||||
| Detractor | ||||||
| Passive | ||||||
| Detractor | ||||||
| Promoter | ||||||
| Detractor | ||||||
| Passive | ||||||
| Promoter |
NPS Best Practices
Detractors
Follow up within 24-48 hours to understand and resolve issues
Passives
Engage with improvements to convert them into promoters
Promoters
Thank them and ask for referrals, reviews, or testimonials
Track Trends
Survey regularly (monthly/quarterly) to track improvement over time