---
title: "Net Promoter Score"
description: "A loyalty metric based on one question: how likely are you to recommend this product? Scored 0–10."
category: "Feedback & Sentiment"
canonical: https://featureos.com/glossary/net-promoter-score
markdown: https://featureos.com/glossary/net-promoter-score.md
source: FeatureOS (https://featureos.com)
---

**Net Promoter Score (NPS)** is a customer loyalty metric based on one question: "How likely are you to recommend us to a friend or colleague?" Customers respond on a 0-10 scale. You subtract the percentage of detractors from the percentage of promoters to get your score.

## The 0-10 scale

- **Promoters (9-10):** Fans. Likely to refer others and stick around.
- **Passives (7-8):** Satisfied but not enthusiastic. They won't hurt you, but they won't drive growth either.
- **Detractors (0-6):** Unhappy customers who may churn or warn others away.

## How to calculate NPS

NPS = % of Promoters minus % of Detractors. Passives don't factor in. If 60% are Promoters and 15% are Detractors, your NPS is 45. Scores range from -100 to +100. Above 0 is decent. Above 50 is considered excellent in most SaaS categories.

## When NPS is useful and when it's not

NPS is good for tracking loyalty trends over time. A score that drops quarter over quarter is a signal something's wrong. A score that rises after a major release confirms you shipped the right thing.

Where it falls short: it's a lagging indicator. By the time someone rates you a 3, the damage is done. The score alone tells you nothing about why. The real value is in the follow-up question: "What's the main reason for your score?"

Run your NPS surveys directly inside your product with [FeatureOS Forms and Surveys](/forms-and-surveys).

---
Source: FeatureOS — https://featureos.com/glossary/net-promoter-score
FeatureOS: product feedback, roadmaps & changelogs — https://featureos.com