Net Promoter Score (NPS) is a customer loyalty metric based on a single question: “How likely are you to recommend our product or service to others?” It categorizes respondents into Promoters, Passives, and Detractors.
To calculate NPS, subtract the percentage of Detractors (scores 0–6) from the percentage of Promoters (scores 9–10). Passives (scores 7–8) are not counted in the formula.
NPS = % of Promoters − % of Detractors
NPS = % of Promoters − % of Detractors
If 60% of your customers are Promoters, 25% are Passives, and 15% are Detractors, your NPS would be 45 (60 – 15). This indicates strong customer loyalty and a good likelihood of referrals.
OWOX BI helps you track NPS over time, segment scores by customer groups, and uncover patterns that impact satisfaction. Use this data to reduce churn, increase referrals, and build stronger relationships.
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A good NPS varies by industry, but generally, a score of 30 or above is considered solid. Scores above 50 indicate excellent customer satisfaction and loyalty.
An NPS below 0 indicates more Detractors than Promoters. This could signal poor product experience, service issues, or misalignment with customer expectations.
Reach out to Detractors and Passives to understand pain points, resolve issues, and show that their feedback matters.
Encourage happy customers to leave reviews, refer others, or join loyalty programs that reward brand promotion.
Break down your NPS by product line, region, or customer type to pinpoint where you’re exceeding or falling short.
