In 30 seconds
- Promoters score 9-10, passives 7-8, detractors 0-6.
- NPS = % promoters minus % detractors.
- Ranges from -100 to +100; trends matter most.
How it's calculated
Ask: "How likely are you to recommend us to a friend or colleague?" (0 to 10).
NPS = % promoters (9-10) − % detractors (0-6). Passives (7-8) count in the total but not in the score.
Fred Reichheld introduced NPS in a 2003 Harvard Business Review article.
Using it in product work
- Always ask a follow-up: "What's the main reason for your score?"
- Group comments into themes for the backlog
- Track the trend over quarters, not single readings
Limits
- One number hides very different reasons
- Scores vary by industry and culture
- It says little about specific features; use CSAT for that
Myth vs reality
Myth · A positive NPS is good enough.
Reality · Compare with your own trend and your industry.
Myth · NPS predicts growth on its own.
Reality · It's one signal among several.
Myth · The score matters more than the comments.
Reality · The comments tell you what to do.
FAQ
How often should we survey?
Quarterly or after key relationship moments.
Can NPS be used for internal products?
Yes, with care about small samples.
What's eNPS?
Employee NPS, the same question asked about the workplace.