NPS (Net Promoter Score)

Category: Research

A single-question loyalty metric: how likely are you to recommend us on a 0–10 scale?

NPS = %Promoters (9–10) − %Detractors (0–6). It's easy to run, benchmarks across industries, and correlates with retention — but it's noisy at small sample sizes, culture-biased (Americans score higher than Germans), and easily gamed. Pair it with a mandatory open-ended follow-up ('What's the primary reason for your score?') and treat that qualitative goldmine as the real deliverable.

See also: csat, voc, survey