Net Promoter Score (NPS)
Net Promoter Score (NPS) is a customer loyalty metric calculated by asking customers how likely they are to recommend a business on a scale of 0 to 10. Respondents are categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, yielding a score between -100 and +100.
Full Definition
Net Promoter Score (NPS) is a customer loyalty metric calculated by asking customers how likely they are to recommend a business on a scale of 0 to 10. Respondents are categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, yielding a score between -100 and +100.
Why It Matters
NPS is one of the most widely used benchmarks for customer satisfaction and loyalty. A high NPS correlates with organic growth through word-of-mouth referrals, while a declining NPS signals customer experience issues that need your immediate attention. Tracking NPS over time reveals whether your operational changes are improving or harming customer relationships.
How Reputic Helps
Reputic's feedback funnels can capture NPS-style ratings alongside qualitative feedback. Sentiment analysis on review text provides a complementary view of customer loyalty beyond the numeric score. Combined with competitor benchmarking at $24.99/mo, you can see how your customer satisfaction compares to the market.
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Related Terms
Frequently Asked Questions
An NPS above 0 means you have more promoters than detractors. Scores above 30 are considered good, above 50 is excellent, and above 70 is exceptional. However, benchmarks vary significantly by industry, so compare against your direct competitors.
NPS measures likelihood to recommend on a 0-10 scale and produces a single composite score. Star ratings measure satisfaction on a 1-5 scale for individual transactions. NPS better predicts long-term loyalty, while star ratings reflect immediate experience quality.
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