Why NPS matters
Recommendation intent predicts word of mouth and repeat purchase, and the single-question format is light enough to run continuously.
A falling score flags experience problems before they show up in revenue, which is the point of tracking it.
How NPS is calculated
From 100 responses with 60 promoters, 25 passives, and 15 detractors: 60 minus 15 gives an NPS of 45. Passives count toward the total but not the score.
- Promoters (9-10) recommend you and buy again
- Passives (7-8) are satisfied but open to switching
- Detractors (0-6) are churn risks and negative word of mouth
Questions
What is a good NPS?
It varies by industry and survey method. Above zero means promoters outnumber detractors. Your own trend over time is the benchmark that matters most.
How is NPS different from a star rating?
A star rating scores one product or transaction. NPS gauges the whole relationship and what the customer will do next.