Submit Article Requests

Do you have a suggestion for an article you would like to see created?
Feel free to submit this form and add your suggestions to our document board.

Please fill out the contact form below and we will reply as soon as possible.

  • Appcues Certifications & Training
  • Integration Hub
  • Contact Us
  • Docs home
  • Web Experiences
  • FAQ

What is NPS?

Learn what NPS is, how it's calculated and why you should use it as a metric.

Updated at July 1st, 2024

Submit Article Requests

Do you have a suggestion for an article you would like to see created?
Feel free to submit this form and add your suggestions to our document board.

Please fill out the contact form with the details about the help content you'd like to see.

  • Installation & Developers
    Installing Appcues Web Installing Appcues Mobile API & Data Troubleshooting Extras
  • Web Experiences
    Building Web Experiences Targeting Studio Customization & Styling Use Cases Troubleshooting FAQ
  • Mobile Experiences
    Installation & Overview Building Mobile Experiences Mobile Analytics & Integrations Troubleshooting
  • Workflows
    Building & Configuration Use Cases Workflow Analytics and Integrations
  • Account Management
    Subscription Users & Data
  • Analytics
    Experience and Event Analytics Data
  • Best Practices
    Best Practices Use Cases Pro Tips Product-led Growth
  • Integrations
    Integration Documents Use Cases Extras
  • System Status
    System Status & Incidents
+ More

Table of Contents

What is NPS? How NPS is calculated Benefits of collecting NPS

What is NPS?

NPS stands for Net Promoter Score and is used as a metric for customer experience. NPS is a designed system to measure an organization's performance through its customers' eyes by identifying promoters and detractors, and ultimately customer's loyalty to the company.

It asks one question:

  • "On a scale of 0-10, how likely are you to recommend Company X to a friend or colleague?"

Respondents give a rating between 0 (not at all likely) and 10 (extremely likely). According to their responses, they'll fall into one of 3 categories:

  • Promoters (9-10): Loyal, enthusiastic customers that will promote and advocate your services/product to friends and colleagues.
  • Passives (7-8): Satisfied customers that aren't enthusiastic and could turn towards your competitors.
  • Detractors (0-6): Unhappy customers that are unlikely to buy your services again and could damage your reputation by negative word of mouth.

NPS is not a customer satisfaction survey. Customer satisfaction surveys are usually sent to customers after an interaction with your company, such as after using a new feature or interacting with customer support. These are great to elicit short-time satisfaction with your services; NPS is used to determine long-term happiness with your services. These 2 two types of surveys are complementary. You can read more about creating surveys with Appcues here: Surveys & Forms.

How NPS is calculated

Your Net Promoter Score is the percentage of customers who are promoters (9 or 10) minus the percentage who are detractors (0 to 6). If 1200 people responded to your NPS survey and 400 (33%) are promoters, 600 are passives and 200 (16%) are detractors, your NPS score would be 17 (33%-16% = 17).

A Net Promoter Score can range from -100 (100% detractors) to 100 (100% promoters).

Benefits of collecting NPS

The goal with NPS is to determine long-term happiness and loyalty to your services. Because of that, it's generally deployed quarterly, biannually, or annually. If used consistently, it gives you a general metric about the performance of your product and company for the customer's needs.

The NPS is an indicator of growth, or potential of growth, by comparing how many customers are actively promoting your services versus how many are promoting against them. Studies have shown that companies that achieve long-term profitable growth have an NPS score two times higher than the average company.

Collecting NPS also offers an opportunity to consistently compare how you're doing against your competitors. In this context, NPS Benchmarks are a great reference to help you understand your target market better. You're also able to view how your NPS is performing against different customer segments. This helps your team to focus on the goal of creating more promoters and fewer detractors. 

If you're ready to start collecting NPS at your company, you can quickly set up your NPS with Appcues here.

To learn more about NPS Best Practices with Appcues, our documentation is a good resource: NPS Best Practices.

Need help getting your NPS set up? Please reach out to support@appcues.com and we're happy to help!

score net promoter promoters passives detractors nps

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • NPS Best Practices
  • NPS
  • Pro Tip: NPS vs Form Survey Use Cases
  • Track Historical NPS with Salesforce
Appcues logo

Product

Why Appcues How it works Integrations Security Pricing What's new

Use cases

Appcues Integration Hub User Onboarding Software Feature Adoption Software NPS & Surveys Announcements Insights Mobile Adoption

Company

About
Careers

Support

Developer Docs Contact

Resources

The Appcues Blog Product Adoption Academy GoodUX Case studies Webinar Series Made with Appcues Appcues University

Follow us

Facebook icon Twitter icon grey Linkedin icon Instagram icon
© 2022 Appcues. All rights reserved.
Security Terms of Service Privacy Policy

Knowledge Base Software powered by Helpjuice

Expand