Net Promoter Score (NPS)
Net Promoter Score (NPS) is a metric that measures customer loyalty by asking how likely someone is to recommend a business to others, scored on a 0-to-10 scale. Unlike CSAT, which measures satisfaction with a single interaction, NPS measures the customer’s overall relationship with the brand.
Respondents are grouped into three categories based on their score: Promoters (9–10), Passives (7–8), and Detractors (0–6).
How NPS Is Calculated
NPS is calculated as:
% of Promoters − % of Detractors
The result is a single number ranging from -100 to 100. Passives are counted in the total number of respondents but don’t factor directly into the score.
Why NPS Matters
- Provides a simple, comparable measure of overall customer loyalty
- Correlates with long-term retention and referral-driven growth
- Useful for tracking sentiment trends over time, not just individual interactions
- Widely used, making it easy to benchmark against industry norms
NPS vs CSAT
NPS measures loyalty to the brand as a whole; CSAT measures satisfaction with a specific interaction, like a single support ticket. A company might see a high CSAT on individual support tickets while NPS lags if other parts of the customer experience, like product quality or pricing, are underperforming.
When Businesses Track NPS
- Measuring overall customer loyalty and referral potential
- Identifying at-risk customers (Detractors) before they churn
- Benchmarking customer sentiment against competitors or industry standards
- Reporting brand health to leadership or investors
Support That Turns Customers Into Promoters
Consistent, high-quality support is one of the strongest levers for improving NPS. See how Helplama builds support teams that protect your brand.