Net Promoter Score measures customer loyalty by asking how likely they are to recommend a product. Learn where NPS fits in a KPI tree.
Net Promoter Score (NPS) measures customer loyalty on a scale from -100 to +100 based on the question: 'How likely are you to recommend us?' NPS is calculated as the percentage of promoters (9-10) minus the percentage of detractors (0-6). In a KPI tree, NPS typically appears as a leading indicator of retention and expansion: higher NPS correlates with lower churn and higher referral rates.