Net Promoter Score (NPS)
Net Promoter Score (NPS) is a loyalty metric that gauges how likely customers are to recommend your product or company to others.
NPS comes from a single survey question: "On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?" Respondents are grouped into Promoters (9-10), Passives (7-8), and Detractors (0-6). The score is the percentage of Promoters minus the percentage of Detractors, which gives a number from -100 to +100. Passives count toward the total but not the score.
Because it is a single, comparable number, NPS is widely used to track loyalty over time and benchmark against peers. It is most useful as a trend line rather than an absolute grade: a rising NPS usually signals improving experience, while a sudden drop is an early warning that something is wrong.
The number alone rarely tells you what to fix. Pairing NPS with the open-ended "why did you give that score?" follow-up turns it into a feedback engine. In Feedjolt you can collect those comments, route Detractor and Promoter themes into your roadmap, and act on the reasons behind the score instead of just watching it move.