NPS score

NPS score

Net Promoter Score (NPS) is a metric used to evaluate customer loyalty and satisfaction towards a company, product, or service. It is determined by asking customers a single question: "How likely is it that you would recommend [company/product/service] to a friend or colleague?" Respondents provide a rating on a scale from 0 to 10, categorizing them into promoters (9-10), passives (7-8), or detractors (0-6). The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters, providing insights into overall customer sentiment and advocacy.

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Why NPS Score Matters

Net Promoter Score (NPS) is instrumental in understanding customer sentiment and loyalty.

It serves as a vital indicator of a company's performance in delivering a positive customer experience, influencing customer retention, and fostering brand advocacy.

By grasping the significance of NPS, businesses can prioritize customer satisfaction and loyalty, thereby gaining a competitive advantage in the market.

Key Components of NPS

Net Promoter Score (NPS) typically comprises the following components:

  • NPS Questions: The standardized questions used to gauge customer likelihood to recommend.
  • Rating Scale: Customers rate their likelihood to recommend on a scale from 0 to 10.
  • Promoters, Passives, Detractors: Customers are classified based on their ratings into promoters (9-10), passives (7-8), or detractors (0-6).
  • NPS Calculation: NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, yielding a score between -100 to +100.

How to Measure NPS

Measuring NPS involves gathering customer feedback and calculating the NPS score based on their responses. Key steps in measuring NPS include:

  • Administering NPS Surveys: Distribute NPS surveys to customers via various channels, such as email, website, or mobile app.
  • Collecting Responses: Gather responses from customers, capturing their likelihood to recommend ratings.
  • Calculating NPS Score: Calculate the NPS score by subtracting the percentage of detractors from the percentage of promoters.


Net Promoter Score (NPS) is a valuable metric for assessing customer loyalty and satisfaction, providing businesses with actionable insights to drive improvements in customer experience and brand advocacy. By understanding the significance of NPS, measuring it effectively, and implementing strategies for improvement, organizations can cultivate stronger customer relationships and achieve sustainable growth.

How Usersnap Can Enhance NPS Measurement

Usersnap offers robust features and capabilities to enhance NPS measurement and analysis, including:

  • Survey Integration: Seamlessly integrate NPS surveys into digital touchpoints to gather real-time customer feedback.
  • Feedback Analysis: Analyze NPS responses and sentiment to identify trends, patterns, and areas for improvement.
  • Collaboration Tools: Facilitate collaboration among teams to address customer feedback and implement strategies for improving NPS.
  • Reporting and Visualization: Generate comprehensive reports and visualizations to track NPS trends over time and communicate insights effectively.
  • Integration Capabilities: Integrate Usersnap with CRM systems and other tools to streamline NPS measurement and analysis workflows.

In summary, Usersnap's suite of tools and features empowers businesses to enhance NPS measurement, gain valuable insights into customer sentiment, and drive improvements in customer loyalty and satisfaction.

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