Net promoter score (NPS)

NPS, or net promoter score, is a CX KPI based on one question: “How likely are you to recommend this product/service to a friend?” The answer ranges from 1-10, with scores 9-10 being promoters, 7-8 being passives, and 0-6 being detractors. Sometimes, scores 0-2 become active detractors, users who actively recommend against a product or service. The net promoter score is calculated by taking the percentage of promoters & passives and subtracting that number from the percentage of detractors.

A good net promoter score is entirely subjective depending on the quality of service provided by the CX team, but typically, a “good” NPS is positive (for example, 20) while a “bad” NPS strays into the negative (for example -13).