Customer Success Glossary

Welcome to our list of common Customer Success terms. Keep up with our continually evolving industry and empower yourself with the latest Customer Success terms, definitions, and knowledge.

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Net Promoter Score (NPS)

Net Promoter Score has become synonymous with measuring customer satisfaction. Developed by Bain & Company business strategist Fred Reichheld, NPS measures customer satisfaction by asking survey respondents to use a scale of 0 to 10 to answer a single question such as, “How likely is it that you would recommend our brand to a friend or colleague?”

How to Measure NPS

NPS surveys ask respondents to use a scale of 0 to 10 to answer a single question such as, “How likely is it that you would recommend our brand to a friend or colleague?” The wording of the question can be varied to elicit respondents’ reaction to a product or service or a more granular item such as a product feature. Respondents who reply with a 9 or 10 are classified as “promoters” and are considered loyal customers who will keep buying and refer others. Respondents who reply with a 0 to 6 are classified as “detractors” who are unhappy customers unlikely to buy and likely to spread negative word-of-mouth. Respondents who reply with a 7 to 8 are classified as “passives” and are factored out for purposes of analysis. Taking the percentage of promoters and subtracting the percentage of detractors yields NPS. The resulting scale ranges from -100 to 100.

NPS Journey Templates

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