User Research
Net Promoter Score
Net Promoter Score, or NPS, measures how likely users are to recommend a product by asking them to rate it from 0 to 10. The answers are grouped into promoters, passives, and detractors to produce a single score.
Why it matters
It gives teams a quick, comparable signal of overall satisfaction that is easy to track over time.
In depth
NPS is a blunt instrument: it compresses a complex experience into one number and tells you little about why people feel as they do. The common mistake is treating it as a goal in itself; it is most useful when paired with an open follow-up question and other research, so the score points you toward problems rather than standing in for understanding them.
Real-world example
A survey asking 'How likely are you to recommend us to a friend, from 0 to 10?' and reporting the result as a single number is measuring NPS.
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