What is Net Promoter Score?
Net Promoter Score is a core concept in modern B2B revenue. Here is a clear, accurate definition, why it matters, and how Ardovo handles it.
Short answer
Net Promoter Score, or NPS, measures customer loyalty by asking how likely customers are to recommend a product on a scale of 0 to 10. Responses are grouped into promoters, passives, and detractors, and the score is the percentage of promoters minus detractors. It is a widely used, simple gauge of overall sentiment.
Key takeaways
- Measures loyalty via a 0 to 10 recommendation question.
- Groups responses into promoters, passives, detractors.
- Score equals percent promoters minus percent detractors.
- A simple, widely used sentiment benchmark.
Why it matters
NPS gives one comparable number for customer loyalty that leaders can track over time and against benchmarks. It is a fast pulse on sentiment, though it works best paired with qualitative feedback.
How Ardovo handles it
Ardovo can track NPS alongside usage and health signals on each account, so sentiment is not isolated from behavior. Rook can flag detractors for follow-up and surface promoters as referral and expansion candidates.
Frequently asked questions
How is Net Promoter Score calculated?
Ask customers how likely they are to recommend you from 0 to 10. Promoters score 9 to 10, passives 7 to 8, and detractors 0 to 6. Subtract the percentage of detractors from the percentage of promoters.
What is a good NPS?
It varies widely by industry, so compare against sector benchmarks and your own trend. A positive score means more promoters than detractors, and improvement over time matters more than any single absolute number.