What is a good net promoter score (NPS)?

The Net Promoter System (NPS) is a tool used to measure customer satisfaction and loyalty by asking users how likely they are to recommend a product on a scale from 0 to 10. Scores categorize customers as Detractors (0-6), Passive (7-8), or Promoters (9-10), with the NPS calculated by subtracting the percentage of Detractors from the percentage of Promoters, ranging from -100 to 100. An NPS of 70 or above is generally considered excellent, though what is deemed a "good" score can vary by industry. Factors like competition, customer tolerance, pricing, and brand reputation can impact NPS, and companies can improve their scores by collecting feedback from Detractors, leveraging Promoters, and enhancing product performance. Different industries, such as B2B and B2C, have varied average NPS scores, reflecting differences in customer bases and sales processes. Tools like SurveyMonkey, Retently, and AskNicely assist in collecting NPS data, and examples of industry benchmarks highlight the variability in NPS across sectors, with Tesla and Starbucks having notably high scores.

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