Net Promoter Score (NPS)
A customer loyalty and satisfaction metric used to measure the likelihood of a customer recommending your product/service to others. It answers the simple question "How likely are you to recommend this product/service to a friend/colleague?"
The responses are ranked 0-10 and interpreted as follows:
0 - 6 are Detractors,
7 - 8 are Passive, and
9 - 10 are Promoters.
NPS is the difference of percentage Promoters and Detractors (NPS = % Promoters - % Detractors).
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THE TRUTH: NPS is a measure of sentiment. It does not measure product usage. It does not predict expansion. Without a follow-up question, its insight is limited and relying on the same to classify an account as healthy is dangerous.