NPS (Net Promoter Score) is a customer loyalty metric measured by asking "how likely are you to recommend us?" on a 0-10 scale.
NPS = % Promoters (9-10) - % Detractors (0-6). Industry benchmarks: SaaS averages NPS 30, enterprise SaaS 25, retail 41. Scores >50 are considered excellent. NPS is criticized for cultural variability (Japanese respondents naturally score lower) but remains the most-used CX metric in 2026.
NPS is widely understood, easy to benchmark and quick to administer. Combined with open-ended follow-up questions, it surfaces the specific reasons customers love or dislike a product.
After a customer interaction, an NPS survey asks "How likely are you to recommend us, 0–10?" Promoters (9–10) minus Detractors (0–6) as percentages of respondents gives the score. A consistent NPS over time is more informative than a single snapshot.
NPS is not a magic number that summarizes everything. It is most useful as a trend line and a doorway to qualitative follow-up, not as a standalone KPI to optimize blindly.
Always pair the score with one open-ended "why?" question; the score sets context, the open answers tell you what to actually fix.
NPS (Net Promoter Score) falls under the Business category.
These tools put nps into practice. Compare features, pricing, and ratings:
Now that you understand NPS, explore the best tools in this category.