Net Promoter Score (NPS)

Net Promoter Score (NPS) measures customer loyalty by asking how likely someone is to recommend a business, on a scale from 0 to 10. It is the percentage of promoters minus the percentage of detractors.

The NPS formula

NPS = % promoters (9-10) − % detractors (0-6)

Example: 200 responses with 120 promoters (60%), 50 passives and 30 detractors (15%) give an NPS of 60 − 15 = 45. Scores range from −100 to +100.

What NPS is good for

• Tracking loyalty over time across a brand, region or customer segment.
• Comparing groups, such as stores, branches or service teams.
• Finding promoters who may leave a review or refer others, and detractors who need follow-up.

Where NPS falls short

• It ignores passives, who are often the easiest customers to win or lose.
• It is usually asked days or weeks later, when the details of the visit are gone.
• It does not say what to fix. A number without a reason leaves teams guessing.

How to make NPS actionable

1. Ask a short follow-up after low scores to capture the reason.
2. Combine NPS with in-the-moment ratings at each touchpoint, such as CSAT.
3. Route detractors to someone who can follow up quickly - see closed-loop feedback.
4. Report by location and team so each manager owns their number.

NPS with Press'nXPress

Press'nXPress runs NPS and loyalty questions on SMS and WhatsApp, email, the web and on-site devices, alongside in-the-moment ratings, so you can see both the long-term relationship and what happened today, in one dashboard.