Understanding Net Promoter ScoreLearn how to measure customer loyalty
What is NPS?
Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. It asks customers a single question: 'How likely are you to recommend us to a friend or colleague?' Responses are on a scale of 0-10, and the score ranges from -100 to +100.
Why It Matters
NPS matters because: 1) Industry standard - used by Fortune 500 companies worldwide, 2) Predicts growth - high NPS correlates with business growth, 3) Simple to measure - single question yields actionable insight, 4) Benchmarkable - compare against competitors, 5) Tracks trends - monitor improvements over time.
NPS Score
0Responses
10Promoters %
40.0%Detractors %
40.0%Promoters
4Passives
2Detractors
4Avg Score
7.1Score Distribution
Category Breakdown
NPS by Segment
Add Response
Responses
| Score | Category | Segment | Feedback | Date | Actions |
|---|---|---|---|---|---|
| 10 | Promoter | Enterprise | Great service! | 1/15/2026 | |
| 9 | Promoter | SMB | Very helpful team | 1/15/2026 | |
| 8 | Passive | Consumer | Good experience overall | 1/14/2026 | |
| 7 | Passive | SMB | Decent but could be better | 1/14/2026 | |
| 5 | Detractor | Enterprise | Slow support response | 1/13/2026 | |
| 3 | Detractor | Consumer | Had issues with billing | 1/12/2026 | |
| 10 | Promoter | Consumer | Amazing product! | 1/12/2026 | |
| 9 | Promoter | Enterprise | Would recommend | 1/11/2026 | |
| 6 | Detractor | SMB | Mixed feelings | 1/10/2026 | |
| 4 | Detractor | Consumer | Needs improvement | 1/10/2026 |