Net Promoter Score (NPS)

What is Net Promoter Score?

Net Promoter Score (NPS) measures customer loyalty by asking one question: "On a scale of 0-10, how likely are you to recommend our product to a colleague?" Responses are grouped into three categories:

• Promoters (9-10) — Loyal enthusiasts who will refer others
• Passives (7-8) — Satisfied but not enthusiastic
• Detractors (0-6) — Unhappy customers at risk of churning

Formula

NPS = % Promoters - % Detractors

Range: -100 to +100

SaaS Benchmarks

Using NPS in Customer Success

1. Segment by score — Prioritize detractor follow-ups
2. Trend over time — Track NPS trajectory per account
3. Include in health score — NPS is one input among many
4. Close the loop — Always follow up with detractors
5. Drive referrals — Ask promoters for reviews and references

Limitations

• Single-question metric can be shallow
• Response rates vary significantly
• Cultural bias affects scoring
• Should be combined with other metrics

How Successifier Uses NPS

Successifier integrates NPS data into the customer health score automatically. Detractor responses trigger at-risk playbooks, while promoter scores feed into expansion opportunity identification.