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Definición
Net Promoter Score is a loyalty metric based on one question: 'On a scale of 0-10, how likely are you to recommend [product] to a friend or colleague?' Respondents are classified as Promoters (9-10), Passives (7-8), or Detractors (0-6). NPS = % Promoters − % Detractors.
Puntos clave
- Scale 0-10; single-question simplicity
- NPS = % Promoters (9-10) − % Detractors (0-6)
- Relationship-level metric, typically surveyed quarterly or annually
- Best-in-class SaaS: NPS 40+
Ejemplo
500 responses: 200 promoters (40%), 200 passives (40%), 100 detractors (20%). NPS = 40 − 20 = 20.
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