Net PromoterScore
A survey score of how likely customers are to recommend you, from minus one hundred to one hundred.
Growth Score · Referral & Brand
Definition
What it means
NPS asks one question on a scale of zero to ten and subtracts the share of detractors from the share of promoters. It is a simple trend indicator.
The follow-up question about why is where the real insight lies.
Referral & Brand
Why it matters, with an example
The trend, and the reasons people give, show whether customers would put their name behind you.
For example: Of 100 responses, 50 are promoters (9 or 10), 30 are passive (7 or 8) and 20 are detractors (0 to 6): NPS is 50 - 20 = 30.
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Guides that cover it
Referral & Brand
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FAQ
Quick answers
What is Net Promoter Score?
A survey score of how likely customers are to recommend you, from minus one hundred to one hundred.
Where does it sit in Growth Score?
It belongs to the Referral & Brand pillar, one of the 12 pillars your score is built from.
What should I read next?
Start with CSAT and Customer feedback, then browse the other terms in Referral & Brand.
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Growth Score reads your site and scores its Referral & Brand pillar against sites like yours.
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