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.
NPS, Net Promoter Score, measures overall customer loyalty by asking how likely a customer is to recommend the company on a 0 to 10 scale. Responses split into promoters, passives, and detractors, and the score is the percentage of promoters minus detractors. Unlike CSAT, which captures a single interaction, NPS gauges the relationship as a whole, which makes it a common board-level loyalty metric.
Frequently Asked Questions
Net Promoter Score, a metric of overall customer loyalty based on how likely customers are to recommend the company, rated from 0 to 10.