NPS Definition

The Loomly Team

What is NPS?

NPS definition: NPS is an acronym of Net Promoter Score; it is a system that brands can use to gauge the quality of their customer relationships.

Brands generate their NPS by posing one simple question (or a slight variation of it) to all users:

“How likely are you to recommend this product/service/brand to your friends, family or colleagues?” 

Customers can respond by selecting a number from one (not likely) to ten (highly likely). This then categorizes customers into one of the following:

  1. Detractors: customers who select 0-6
  2. Passive: customers who select 7-8
  3. Promoters: customers who select 9-10

Based on the number of people in each category brands are given a score from zero to 100. The closer to 100, the better the score.

NPS is used by many top brands and is considered to have a direct correlation to income and growth. However, there are many people out there who believe this to be false.

Managing social media content has never been easier

All your accounts. One easy-to-use platform.

Start your free 15-day trial

No credit card required.

Popularity of the term NPS

Concept related to NPS

Additional resources about NPS

Loomly is the ultimate Brand Success platform that helps your marketing team manage, nurture and amplify your communication on social media. Start your 15-day free trial now.