NPS (Net Promoter Score)

Net Promoter Score (NPS) is a customer satisfaction metric that measures how likely customers are to recommend your product to others, on a scale from -100 to +100.

How NPS Works

Customers are asked:

"On a scale of 0-10, how likely are you to recommend [product] to a colleague?"

They are then grouped into three categories:

• Promoters (9-10): Enthusiastic advocates who actively recommend the product.
• Passives (7-8): Satisfied but not enthusiastic; vulnerable to competitive offers.
• Detractors (0-6): Unhappy customers who may churn or spread negative word-of-mouth.

NPS = % Promoters − % Detractors

What Good Looks Like

• 70+: World-class. Extremely loyal customer base.
• 50–70: Excellent. Strong customer satisfaction and advocacy.
• 30–50: Good. Solid satisfaction with room for improvement.
• 0–30: Average. Meaningful dissatisfaction present.
• Below 0: Concerning. More detractors than promoters.

Why NPS Matters

NPS is a leading indicator of:

• Retention: Promoters renew at higher rates; detractors churn more.
• Expansion: Promoters expand more frequently.
• Referrals: Promoters generate referral pipeline; detractors can damage reputation.

Detractors also tend to consume disproportionate support resources.

NPS Best Practices

• Survey at consistent intervals (e.g., quarterly or semi-annually) to track trends.
• Follow up with detractors quickly to address concerns.
• Segment NPS by customer segment, product, and CSM to identify patterns.
• Pair NPS with qualitative feedback to understand why customers scored as they did.
• Avoid gaming the score by only surveying happy customers.

RevOps Application

Revenue Operations (RevOps) integrates NPS into the broader customer health model alongside:

• Product usage data
• Support tickets
• Engagement signals

NPS trends by segment help predict churn risk and highlight expansion opportunities.