Question 1

What is Net Promoter Score (NPS)?

Accepted Answer

NPS measures customer loyalty by asking: 'On a scale of 0-10, how likely are you to recommend our product/service?' Respondents are grouped into Promoters (9-10), Passives (7-8), and Detractors (0-6). NPS = % Promoters - % Detractors, resulting in a score from -100 to +100. It's one of the most widely used customer satisfaction metrics globally.

Question 2

What is a good NPS score?

Accepted Answer

Any positive NPS (above 0) means you have more promoters than detractors. Above 30 is considered good, above 50 is excellent, and above 70 is world-class. The average NPS varies by industry — SaaS averages around 31, e-commerce around 45, and B2B services around 25. Compare your score to your specific industry for a meaningful benchmark.

Question 3

How often should I measure NPS?

Accepted Answer

Most companies measure NPS quarterly for relationship NPS (overall satisfaction) or immediately after key interactions for transactional NPS (post-purchase, post-support). Quarterly measurement gives enough data to spot trends without survey fatigue. Avoid surveying the same customers more than once per quarter.

Question 4

How do I improve my NPS score?

Accepted Answer

Focus on two strategies simultaneously: convert detractors into passives (address complaints, fix pain points, follow up personally) and convert passives into promoters (exceed expectations, add value, personalize experiences). Close the feedback loop — respond to every detractor within 24-48 hours. The fastest NPS wins usually come from fixing systemic issues that affect many customers.

Question 5

What's the difference between Promoters, Passives, and Detractors?

Accepted Answer

Promoters (9-10) are loyal enthusiasts who will refer others and fuel growth. Passives (7-8) are satisfied but unenthusiastic — vulnerable to competitive offers. Detractors (0-6) are unhappy customers who can damage your brand through negative word-of-mouth. Passives are often overlooked but represent your biggest opportunity — they're close to becoming promoters with the right engagement.

Question 6

How does NPS relate to churn?

Accepted Answer

NPS is a strong leading indicator of churn. Detractors churn at 2-6x the rate of promoters. A declining NPS often predicts increased churn 1-3 months later. By identifying detractors early and intervening with personalized outreach (automated email sequences work well here), you can prevent churn before it happens.

Question 7

Should I include Passives in my NPS calculation?

Accepted Answer

Passives affect the total respondent count (which determines the percentages) but don't directly contribute to the NPS formula. NPS = % Promoters - % Detractors. However, passives are crucial strategically — they represent swing voters. A large passive group means opportunity: targeted engagement campaigns can move them to promoters, significantly boosting your score.

Question 8

How many responses do I need for a reliable NPS?

Accepted Answer

For statistical reliability, aim for at least 100 responses. With fewer responses, small changes in individual scores create large NPS swings. For a customer base under 1,000, try to get at least a 30% response rate. For larger bases, 200-400 responses give a confidence interval of ±5 points. Higher response rates also ensure your sample represents your actual customer base.

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