Glossary / Definition
Net Promoter Score
Also: NPS
A loyalty metric calculated as percent of promoters minus percent of detractors, on a scale of −100 to 100. Widely used; often misused.
Definition
Net Promoter Score (NPS) is calculated from a single question: "How likely are you to recommend us, on a scale of 0 to 10?" Respondents scoring 9–10 are promoters, 7–8 are passives, and 0–6 are detractors. NPS is the percentage of promoters minus the percentage of detractors, ranging from −100 to 100.
NPS works as a comparative loyalty metric. It fails when used as an operational metric without context: a single brand-average NPS reveals little about which products, locations, or services are driving the number.
Why it matters
Most enterprises track NPS as a top-line goal but don't connect it to operational drivers. The dollar value of a one-point NPS gain is real (typically 0.5–1% of annual revenue per Bain & Company), but only recoverable if you know where the score is coming from.
How Resultid handles it
Resultid pairs NPS with operational data so a score change has a why. We surface which products, locations, and services drive the score, and what specific actions would move it. The CX Revenue Impact Calculator turns your NPS into a hidden-revenue dollar figure.
Frequently asked
What is a good NPS?
It depends entirely on industry. NPS above 50 is strong in most B2B sectors; airlines and hospitality often run lower; SaaS leaders run higher. Comparing NPS across industries is meaningless. Compare yourself to your industry benchmark and to your own trend.
What is the dollar value of a one-point NPS gain?
Typically 0.5–1% of annual revenue per one-point NPS gain in mature enterprise portfolios, per published Bain & Company elasticity. The CX Revenue Impact Calculator gives you the specific number for your inputs.
Why is NPS criticized?
Two common criticisms: (1) the 0–10 scale aggregates real differences (a 6 and a 0 both count as detractors); and (2) brand-average NPS hides operational variance. Both are valid. The fix isn't abandoning NPS: it's pairing it with operational intelligence so you know what's driving it.
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