BEFORE WE BEGIN

What’s NPS and how do we measure it?

• NPS – Net Promoter Score, is a measure of how likely a user is to recommend the concerned product to another person.
• Users are asked ‘how likely they are to recommend this product to their friends/family’
• Users rate on a scale of 0-10.
• 0-6 raters are considered detractors i.e. those who would bad-mouth the product when talking to friends/family.
• 9-10 raters are considered promoters i.e. those who can positively influence friends/family to use the product.
• 7-8 raters are considered passives i.e. those who would talk neither positively nor negatively about the product, thus unable to influence the friend/family in either direction.
• The net score is calculated by subtracting the % of promoter ratings from the % of detractor ratings

<aside> <img src="/icons/info-alternate_yellow.svg" alt="/icons/info-alternate_yellow.svg" width="40px" />

The usage of the word “product” throughout this article naturally implies “product” or “service”. (or, for that matter, anything useful that you may have to offer to another human being)

</aside>

The issues with NPS

To think of NPS as THE metric – even a dependable one – on how well the product is doing generally is wrong. Here’s why: