DELIBR PRODUCT MANAGEMENT GLOSSARY

Net Promoter Score (NPS)

Net Promoter Score (NPS)

What is Net Promoter Score (NPS)?

The Net Promoter Score (NPS) is the most commonly used measurement of customer satisfaction. It is based on simply asking users how likely they are to recommend the product to others on a scale of 0-10, and the responses are then calculated as a score from -100 to 100, where 20 is considered good and 40 is considered great.

To calculate the NPS score, take the percentage of respondents who score 9-10 (called the promoters) and subtract the percentage of respondents who score 0-6 (called the demoters). The respondents who score 7-8 (called the demoters) are ignored.

NPS is a metric used in the evaluation part of the product management process 🔍.

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