Management → Product Discovery
NPS
A customer-loyalty survey metric based on how likely respondents are to recommend a product, service, or company.
NPS
NPS—Net Promoter Score—is calculated from responses to a recommendation question, commonly scored from 0 to 10.
- Promoters: 9–10
- Passives: 7–8
- Detractors: 0–6
The score is the percentage of promoters minus the percentage of detractors, producing a range from -100 to 100.
Interpretation
NPS is a directional relationship metric rather than a complete product-health measure. It can help compare cohorts or observe change over time when the survey method and audience remain consistent.
Limitations
- Scores vary by industry, market, and survey timing.
- Response bias can make results unrepresentative.
- The aggregate score hides the reasons behind responses.
- NPS does not replace retention, activation, support, revenue, or task-success metrics.
Always pair the score with qualitative feedback and behavioral evidence.