Glossary
Net Promoter Score
A metric measuring how likely customers are to recommend a product.
In short
Net promoter score, or NPS, measures customer loyalty by asking how likely someone is to recommend a product on a zero-to-ten scale. Respondents split into promoters, passives, and detractors. The score is the percentage of promoters minus the percentage of detractors, giving a single number that tracks sentiment over time.
Net promoter score turns one survey question into a loyalty metric. Customers rate how likely they are to recommend the product from zero to ten. Scores of nine or ten are promoters, seven and eight are passives, and zero through six are detractors.
The final number is the promoter percentage minus the detractor percentage. The follow-up comment often matters more than the number. Kithspark can route those comments into its board so the why behind a score becomes trackable feedback.
Example
A survey returns 50 percent promoters and 20 percent detractors, giving an NPS of 30, which the team tracks each quarter.
Related terms
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