What is Net Promoter Score?
Likelihood that customers recommend the brand.
How to calculate it
Calculate Net Promoter Score as: % Promoters − % Detractors. Pull the inputs from your connected data and track the trend over time in your dashboard.
Examples
Example 1
60% promoters minus 15% detractors = NPS of 45, a strong loyalty signal.
Example 2
A survey of 500 customers shows 62% promoters and 14% detractors -> NPS of 48, a strong loyalty signal that supports a referral program.
Why it matters
Net Promoter Score (NPS) captures how likely customers are to recommend the brand and is a widely used proxy for loyalty and word-of-mouth growth. It is simple to track over time and correlates with retention and referral behavior. Because small samples and cultural scoring differences can distort it, the trend and the verbatim feedback matter more than a single number.
Benchmark context
Above 30 is generally good and above 70 is excellent, but benchmarks vary by industry; compare to sector norms and to your own trend.
Common pitfalls
Small samples and cultural scoring bias.
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