NPS (Net Promoter Score)

Net Promoter Score (NPS) is a customer loyalty measurement that asks customers a single question: 'On a scale of 0-10, how likely are you to recommend us to a colleague or peer?' Respondents scoring 9-10 are Promoters; 7-8 are Passives; 0-6 are Detractors. The NPS is calculated as the percentage of Promoters minus the percentage of Detractors. For B2B companies, NPS is tracked at the account level within CRM — associating survey responses with specific accounts, products, or support interactions to identify patterns that predict churn or expansion. NPS data integrated into the CRM enables customer success teams to prioritize intervention for Detractor accounts and systematically identify Promoters who can serve as references or case study participants.