Customer Metrics

Net Promoter Score (NPS)

A survey-based metric measuring how likely customers are to recommend your product, scored from −100 to +100.

NPS is built on a single question: 'On a scale of 0–10, how likely are you to recommend this product to a friend or colleague?' Respondents scoring 9–10 are Promoters, 7–8 are Passives, and 0–6 are Detractors. NPS equals the percentage of Promoters minus the percentage of Detractors. An NPS above 0 is acceptable, above 50 is excellent, and above 70 is world-class for software. NPS is most valuable when tracked over time and broken down by customer segment, plan tier, or time-since-onboarding cohort. Its main limitation is that it measures intent, not behaviour — a high NPS does not guarantee referrals. Pairing NPS with qualitative follow-up transforms it from a vanity metric into an actionable product signal.