What is NPS Block?

What is Net Promoter Score?

Net Promoter Score, commonly referred to as NPS, is a standardised metric used to measure customer loyalty and satisfaction. It is based on a single question that asks how likely a participant is to recommend a product, service or brand to someone they know, rated on a scale of 0 to 10.

NPS is widely used across industries because it gives a consistent, comparable measure of customer sentiment that can be tracked over time.

HOW IT WORKS

The NPS question asks participants to rate their likelihood to recommend on a scale of 0 to 10. Based on their response, participants are grouped into three categories.

• Promoters (9 to 10): participants who are highly satisfied and likely to recommend the product or service to others
• Passives (7 to 8): participants who are satisfied but not enthusiastic enough to actively recommend
• Detractors (0 to 6): participants who are dissatisfied and unlikely to recommend

The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Passives are not included in the calculation.

NPS Score = % of Promoters - % of Detractors

Example:

Promoters: 60%  ;  Passives: 25%  ;  Detractors: 15%

NPS Score = 60 - 15 = 45

Note: NPS scores range from -100 to 100. A score above 0 means more promoters than detractors. A score above 50 is generally considered strong.

WHEN TO USE

• You want to measure overall customer loyalty toward a brand, product or service
• You need a standardised metric that can be tracked and compared over time
• You want to identify the proportion of customers who are likely to recommend versus those who are not
• You are running a customer satisfaction study and need a single headline metric
• You want to benchmark loyalty against industry standards

USE CASES

Post purchase loyalty measurement

A brand wants to understand how customers feel after buying a product for the first time. An NPS question is added at the end of a post purchase survey to measure whether first time buyers are likely to return or recommend.

Product or service evaluation

A SaaS company runs a quarterly NPS survey to track how user sentiment changes across product releases. Comparing NPS scores over time shows whether updates are improving or reducing loyalty.

Brand perception tracking

A consumer brand runs NPS studies across different markets to understand regional differences in loyalty. The score helps prioritise which markets need attention and where the brand is strongest.

Customer experience benchmarking

A service team wants to compare their NPS score against industry benchmarks to understand how they perform relative to competitors. NPS provides a standardised number that makes such comparisons possible.

Concept or campaign testing

A marketing team wants to understand whether a new campaign concept increases willingness to recommend. NPS is included alongside other questions to measure the impact of the creative on loyalty intent.