Net promoter score

What is net promoter score (NPS)?

Net Promoter Score (NPS) is a widely used customer satisfaction metric that measures how likely customers are to recommend your product, service, or brand to others. It’s a simple yet powerful way to assess customer loyalty and uncover insights that can guide improvements across your business.

Customers are asked to rate their likelihood to recommend you on a scale from 0 to 10. Based on their responses, they’re grouped into:

• Promoters (9–10): Loyal fans who actively recommend your brand
• Passives (7–8): Satisfied but less enthusiastic customers
• Detractors (0–6): Unhappy customers who may share negative feedback

By tracking NPS over time, businesses can monitor sentiment trends and take targeted action to improve the overall customer experience.

How is NPS calculated?

NPS = % of Promoters − % of Detractors

The score ranges from -100 to +100. A positive score indicates more promoters than detractors.

Why is net promoter score important?

NPS is a simple yet powerful indicator of customer sentiment. It helps track brand perception over time, benchmark against competitors, and prioritize customer experience improvements.

Benefits of net promoter score:

• Predicts customer loyalty and churn
• Identifies brand advocates
• Simplifies customer feedback into actionable data
• Enhances customer service and product decisions

Example of net promoter score (NPS)

If 60% of customers are Promoters and 20% are Detractors, your NPS is 40.

Driftcharge Tip

Monitor your NPS regularly and follow up with Detractors to reduce churn, while rewarding Promoters to increase referrals.

Ganesh Pawar

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Ganesh Pawar is the founder of Driftcharge, a subscription management app designed to help Shopify merchants streamline and scale their subscription businesses. With a deep focus on solving real-world pain points—like legacy account page support, flexible subscription options, and advanced analytics—Ganesh is passionate about building tools that drive growth and retention.