NPS (Net Promoter Score)
NPS, Surveys, Customer-loyalty
A customer-loyalty metric based on one question - how likely you are to recommend, 0 to 10 - scored from -100 to +100.
NPS, or Net Promoter Score, measures customer loyalty with a single question: "How likely are you to recommend us?" on a 0-10 scale. Respondents are grouped into promoters (9-10), passives (7-8), and detractors (0-6). The score is the percentage of promoters minus the percentage of detractors, producing a number from -100 to +100.
NPS measures relationship strength rather than satisfaction with one interaction, so it is best run on a steady cadence - quarterly or twice a year - with consistent timing and channel so the trend line stays comparable. The score itself matters less than the follow-up question ("what is the main reason for your score?") and the trend over time. As a rough benchmark, B2B software often lands between +20 and +40.
It is one of three standard experience metrics alongside CSAT (satisfaction with a specific interaction) and CES. The surveys guide explains how to run all three, and running NPS the right way covers cadence and closing the loop.