Net Promoter Score (NPS)
A measure of how likely people are to recommend you, from −100 to +100.
NPS = % promoters (9–10) − % detractors (0–6)
Why it matters
It is a common high-level signal of loyalty that leaders understand.
How to use it
- Ask how likely people are to recommend you, from 0 to 10.
- Ask why, because the reason is the useful part.
- Track the trend, not one result.
Example
50% promoters and 20% detractors give an NPS of 30.
Watch out
It reacts slowly, and it rarely tells you which screen to fix.