NPS
Also written: Net Promoter Score
A customer loyalty metric measuring how likely users are to recommend a product or service.
Net Promoter Score, or NPS, is a way to measure customer satisfaction. It asks a simple question: "On a scale of 0 to 10, how likely are you to recommend this product or service to a friend or colleague?"
People who score 9 or 10 are called "promoters." Those who score 7 or 8 are "passives." Anyone scoring 6 or below is a "detractor." The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. A higher score means more customers are happy and likely to spread the word.
Net Promoter Score (NPS) is a widely adopted metric for gauging customer loyalty and satisfaction. It is derived from a single question about the likelihood to recommend, typically on an 11-point scale. The score is calculated as % Promoters (score 9-10) - % Detractors (score 0-6). While simple to implement, NPS can be influenced by various factors beyond product quality, including customer service and market perception. Its primary value lies in tracking trends over time and segmenting feedback to identify areas for improvement.
The mention of NPS in relation to OpenAI's health coaching initiative highlights how AI companies are increasingly focused on user satisfaction and business outcomes. Measuring customer loyalty is crucial for scaling AI services and demonstrating their real-world impact and value proposition to users and partners.
- Saving lives with AI health coachingOpenAI · OpenAI News ·
- OpenAI ChatGPT
- OpenAI's partners, like Healthify, likely use NPS to gauge user satisfaction with AI-powered health coaching services built on OpenAI technology.
- Customer Effort Score (CES)
- Measures how easy it is for a customer to get an is
- Customer Satisfaction Score (CSAT)
- Measures satisfaction with a specific intera
NPS was developed by Fred Reichheld and Bain & Company and introduced in his 2003 Harvard Business Review article, 'The One Number You Need to Grow.' Source ↗
To get a feel for NPS, consider a service you use regularly, like a streaming platform or a ride-sharing app. Think about how likely you are to recommend it to a friend. This internal reflection is the core of the NPS question.
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Questions people ask
- What is a good NPS score?
- A 'good' NPS score varies by industry, but generally, a score above 0 is considered positive. Scores above 30 are often seen as good, and above 50 as excellent.
- How often should NPS be measured?
- NPS is typically measured periodically, such as quarterly or annually, to track changes in customer loyalty over time. It can also be measured after specific customer interactions.
First seen on Subvolts Mar 13, 2024. Updated Sep 15, 2026. Written by an AI model from the items above and reviewed against them weekly; report an error.