Net Promoter Score (NPS)
A customer loyalty metric based on a single question: 'How likely are you to recommend us?' scored 0-10, with results categorized as Promoters, Passives, or Detractors.
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
| Rating | NPS Range | |--------|----------| | Excellent | 50+ | | Good | 30-50 | | Average | 10-30 | | Below average | <10 |
Using NPS in Customer Success
- Segment by score — Prioritize detractor follow-ups
- Trend over time — Track NPS trajectory per account
- Include in health score — NPS is one input among many
- Close the loop — Always follow up with detractors
- 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.
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