NPS (Net Promoter Score)
NPS (Net Promoter Score) is a metric that gauges customer loyalty by asking how likely they are to recommend your brand or product to others.
What does “NPS (Net Promoter Score)” mean?
NPS, or Net Promoter Score, is a widely used customer satisfaction metric that measures how likely a person is to recommend a company, product, or service to others. It's based on a single question: “On a scale from 0 to 10, how likely are you to recommend us?”
Respondents are grouped as Promoters (9–10), Passives (7–8), or Detractors (0–6). The score helps businesses evaluate customer loyalty and identify areas for improvement in their experience or service.
Example
Our latest campaign boosted our NPS from 45 to 67—proof that customers are loving the new product line. #CustomerSuccess #NPS”
What are ways to use “NPS” on social media or in marketing?
Brands can share NPS results to highlight customer satisfaction or demonstrate improvement over time. Internally, NPS guides decision-making around user experience, support, and product development. It’s also a common metric in pitch decks and client reports to reflect customer loyalty.
On social media, showcasing a high NPS can act as social proof to attract new users or customers.
Pro Tip
Don’t just track your NPS—analyze the feedback behind the score to find actionable insights that improve the overall customer journey.
Related Terms
Customer Satisfaction, Feedback Loop, Retention Rate, Social Proof, User Experience
