What is Net Promoter Score Trend?
Direction and pace of NPS change.
How to calculate it
Calculate Net Promoter Score Trend as: Change in NPS over time. Pull the inputs from your connected data and track the trend over time in your dashboard.
Examples
Example 1
NPS moved from 38 last quarter to 45 this quarter (+7), improving loyalty.
Example 2
NPS moves from 38 last quarter to 45 this quarter (+7) on a large sample -> a meaningful improvement that validates recent product changes.
Why it matters
Net Promoter Score trend tracks the direction and pace of NPS change over time, which matters more than any single reading. A rising trend signals improving loyalty and that recent changes are landing well, while a falling one is an early warning. Overreacting to small-sample swings is the main pitfall, so sample size and significance should be considered.
Benchmark context
An improving trend is the goal; judge changes against the survey's margin of error rather than treating every move as meaningful.
Common pitfalls
Overreacting to small-sample swings.
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