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🎉
Apple iPhone 16 Cases Launched
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Apple iPhone 16 Cases Launched
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Net promoter score

What is Net promoter score?

Net Promoter Score (NPS) is a customer satisfaction metric that shows how likely people are to recommend your business to others. It’s based on one simple question:

“On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”

NPS is used to measure customer loyalty, identify issues, and improve products or services based on real feedback.

Why NPS matters

A strong NPS is often a sign of business growth. People who are happy with your product will spread the word, stick around longer, and bring in more customers. On the other hand, a low score might mean there are pain points in your customer experience worth fixing.

Tracking your score over time also helps you:

  • Spot trends in customer satisfaction
  • Benchmark performance against competitors
  • Identify loyal advocates and unhappy customers
  • Collect follow-up feedback to guide product or service changes

How to calculate NPS

You group responses into three categories:

  • Promoters (score 9-10) - Loyal, enthusiastic customers who actively recommend your business
  • Passives (score 7-8) - Satisfied but not excited; may switch to competitors
  • Detractors (score 0-6) - Unhappy customers who may leave bad reviews or discourage others

To calculate your NPS:

  1. Find the % of respondents who are Promoters
  2. Subtract the % who are Detractors
  3. Ignore Passives in the formula

Example: If 30% are Promoters and 10% are Detractors, your NPS = 30 - 10 = +20

How to interpret your NPS

  • Above 0 = More promoters than detractors (generally good)
  • Above 50 = Excellent
  • 100 = Perfect score (very rare)
  • Below 0 = More detractors than promoters (needs attention)

Your score should always be compared to your industry average, as what’s considered “good” varies by sector.

How to collect NPS feedback

There are two main ways to ask for NPS ratings:

1. Website surveys

  • Show it on post-purchase pages or after a key user action
  • Trigger it when a customer exits the site
  • Great for getting feedback while the experience is still fresh

2. Email surveys

  • Send after a customer receives or uses the product
  • Allows time for a more thoughtful response
  • Can include follow-up questions for more context

Both methods help you identify what’s working and what needs fixing.

Final thoughts

NPS is a fast, effective way to measure customer loyalty and satisfaction. It’s easy to implement and gives you clear, actionable insights. A single question can reveal how your customers feel-and what you need to do next to improve their experience.

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