Canonical URL: https://chargezen.com/glossary/nps-net-promoter-score

Communication

# NPS

Net Promoter Score

A metric measuring customer loyalty based on likelihood to recommend. Calculated by subtracting detractors (0-6) from promoters (9-10).

## What is NPS?

Net Promoter Score (NPS) measures customer loyalty by asking how likely they are to recommend your product or service to others. It's a leading indicator of growth and retention. **How NPS works:** - Ask: "How likely are you to recommend us?" (0-10) - Promoters: 9-10 (loyal enthusiasts) - Passives: 7-8 (satisfied but unenthusiastic) - Detractors: 0-6 (unhappy customers) - NPS = % Promoters - % Detractors **NPS benchmarks vary by industry:** - Below 0: Needs work - 0-30: Good - 30-70: Great - Above 70: World-class

### Formula

NPS = % Promoters - % Detractors

### Example

If 60% are promoters and 20% are detractors, NPS = 40.

### Why NPS Matters

NPS correlates strongly with business growth and customer retention.

### Related Terms

[

CSAT

Communication



](https://chargezen.com/glossary/csat-customer-satisfaction-score)[

Retention Rate

Retention



](https://chargezen.com/glossary/retention-rate)

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### More Communication Terms

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](https://chargezen.com/glossary/csat-customer-satisfaction-score)[

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First Response Time



](https://chargezen.com/glossary/first-response-time)

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