Master the world's most powerful customer loyalty metric. This comprehensive guide covers everything from basic calculations to advanced optimization strategies.
Net Promoter Score (NPS) is the world's leading customer loyalty metric, created by Fred Reichheld and Bain & Company in 2003. It measures customer satisfaction through a single question: "How likely are you to recommend our company to a friend or colleague?"
NPS uses a 0-10 rating scale to segment customers into three categories:
Loyal enthusiasts who will keep buying and refer others, fueling growth.
Satisfied but unenthusiastic customers vulnerable to competitive offerings.
Unhappy customers who can damage your brand through negative word-of-mouth.
The NPS calculation is straightforward but powerful:
NPS scores range from -100 to +100. A positive score means more customers recommend you than don't.
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