Question 1

What is Net Promoter Score?

Accepted Answer

A customer loyalty metric based on a single question, how likely a customer is to recommend a company, scored on a 0-to-10 scale.

Question 2

Who created Net Promoter Score?

Accepted Answer

Fred Reichheld, a Bain & Company Fellow, introduced it in his 2003 Harvard Business Review article, "The One Number You Need to Grow."

Question 3

How is NPS calculated?

Accepted Answer

NPS equals the percentage of Promoters (scores 9-10) minus the percentage of Detractors (scores 0-6).

Question 4

What counts as a good NPS score?

Accepted Answer

Any positive score is generally considered good, above 50 is considered excellent, and above 70 is considered world-class.

Question 5

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

Accepted Answer

Promoters score 9-10 and are loyal advocates, Passives score 7-8 and are satisfied but unenthusiastic, and Detractors score 0-6 and may actively discourage others.

Question 6

Why shouldn't NPS be linked to employee compensation?

Accepted Answer

Reichheld himself has warned that tying scores to compensation encourages employees to chase high ratings instead of collecting honest feedback.

Question 7

What should always accompany an NPS survey?

Accepted Answer

A follow-up "Why did you give that score?" question, since the number alone doesn't explain what's driving it.

Question 8

What mistakes should teams avoid with NPS?

Accepted Answer

Linking it to compensation, over-surveying customers, ignoring Passives, and treating one blended score as the whole picture.

Question 9

How often should NPS be measured?

Accepted Answer

Regularly enough to track trends over time, but not so frequently that it causes survey fatigue and erodes response quality.

Question 10

Which tools are commonly used to run NPS surveys?

Accepted Answer

Delighted, Qualtrics, SurveyMonkey, Medallia, and in-app tools like Intercom or Zendesk are all commonly used.

What Is Net Promoter Score (NPS)?

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