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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.
Net Promoter Score is part of our Customer Success Career Leveling Framework. Explore next steps in your career from this industry-standard model.
  1. 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.
  2. 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.
  3. 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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  4. NPS Case Studies

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