Net Promoter Score (NPS)

A metric based on one question — how likely you are to recommend a product — used as a simple, comparable gauge of user loyalty.

Why it matters

Its virtue is comparability, not depth: one question, tracked over time, benchmarked against anyone. The trap is treating the score as insight — NPS says the temperature changed, never why.

The numbers

Promoters (9-10) minus detractors (0-6) — the formula
-100 to +100 — the range

Related terms

Qualitative research
Quantitative research

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