# NPS

Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product or service to others. It is based on a single question: "On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?" The score ranges from negative 100 to positive 100, and it is one of the most widely adopted benchmarks for tracking customer sentiment and loyalty over time.

**Formula:** % Promoters (9-10) − % Detractors (0-6) = NPS

## How is NPS calculated?

Customers are grouped into three categories based on their rating:

| Rating | Label      | Definition                                                                  |
| ------ | ---------- | --------------------------------------------------------------------------- |
| 9-10   | Promoters  | Loyal customers who will recommend you and drive growth.                    |
| 7-8    | Passives   | Satisfied but unenthusiastic. Vulnerable to competitors.                    |
| 0-6    | Detractors | Unhappy customers who may damage your brand through negative word of mouth. |

To calculate NPS, subtract the percentage of Detractors from the percentage of Promoters. Passives count toward the total but do not affect the score directly.

**Example:** If 60% of respondents are Promoters, 30% are Passives, and 10% are Detractors, your NPS is 60 − 10 = 50.

## Why does NPS matter?

NPS is a simple proxy for customer loyalty and retention. A high score suggests customers trust you enough to stake their reputation on a recommendation, which is a strong signal of product market fit and long term growth potential. A low or negative score is an early warning that churn risk is high and customer experience needs attention.

NPS is part of good [customer support metrics](/customer-support-metrics-and-kpis), alongside operational measures like response time and resolution rate. Together, they give a full picture of how well you serve customers.

## Related terms

- [CX glossary](/glossary): browse all customer experience terms.
- [CSAT](/glossary/csat): satisfaction score for specific interactions.
- [Customer Effort Score](/glossary/customer-effort-score): measures how easy it was to resolve an issue.

## Frequently asked questions

### What is a good NPS score?

Any score above zero is positive. 0 to 30 is good, 30 to 70 is great, and above 70 is world class. Context matters: B2B SaaS typically sees 30 to 40, while consumer brands average 20 to 50. Compare your score to your own past performance and industry benchmarks, not just the absolute number.

### How is NPS different from CSAT?

NPS measures loyalty and likelihood to recommend. CSAT measures satisfaction with a specific interaction or product. NPS is a broader gauge of the relationship over time, while CSAT is transactional and moment specific. Both are useful, but they measure different things.

### How often should you measure NPS?

Most companies run NPS surveys quarterly or after major milestones. Survey fatigue is real, so avoid over surveying the same customers. A single annual or biannual NPS pulse, plus targeted relationship surveys for key accounts, is a common cadence in B2B.

## See it work

Helpfeel is built to improve every metric that matters, including NPS. We set up and tune the knowledge base so your customers get instant, accurate answers, which drives satisfaction and loyalty. [See how the done-for-you model works](/platform).