Customer Success

Net Promoter Score

Net Promoter Score (NPS) is a specific survey question ('How likely are you to recommend x to a friend or colleague?') used as a proxy for gauging a company's overall customer satisfaction.
  • What is a Net Promoter Score (NPS)?

    NPS is a customer loyalty metric that measures how likely customers are to recommend a company to others. It is calculated by subtracting the percentage of detractors from the percentage of promoters.

  • How to Setup and Track NPS

    Setting up and tracking NPS requires a clear understanding of the customer journey, the right survey questions, and a method for analyzing and acting on the data. It is important to track NPS over time to see trends and identify areas for improvement.

  • Issues With NPS

    Critics argue that NPS is not a comprehensive measure of customer satisfaction and loyalty, and that it does not provide actionable insights. There are also concerns about the reliability and validity of NPS data.

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  • NPS Case Studies

    NPS case studies show how companies have successfully used NPS to improve customer satisfaction, loyalty, and business performance.

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