Formula
NPS = % Promoters – % Detractors
Calculation Example
If 60% are promoters and 20% are detractors, NPS = 60 – 20 = 40
Data Source
Customer surveys, feedback forms
Tracking Frequency
Quarterly, Annually
Optimal Value
A score above 50 is excellent, above 30 is good.
Minimum Acceptable Value
A negative NPS suggests a serious customer satisfaction issue.
Benchmark
Industry benchmarks: SaaS ~30-50, Retail ~20-40, Telecom ~10-30
Recommended Chart Type
Bar chart (to compare segments), Line chart (to track trends)
How It Appears in Reports
Displayed in customer experience reports to measure loyalty.
Why Is This KPI Important?
Indicates how likely customers are to promote a brand.
Typical Problems and Limitations
May not reflect actual customer behavior; promoters may not always refer new customers.
Actions for Poor Results
Improve customer experience, reward loyal customers, address detractor concerns.
Related KPIs
Customer Satisfaction Score (CSAT), Churn Rate, Customer Lifetime Value (CLV)
Real-Life Examples
A fintech company increased NPS from 25 to 55 by improving customer onboarding.
Most Common Mistakes
Focusing on increasing NPS without actively leveraging promoters for referrals.
