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Net Promoter Score

A customer loyalty metric that gauges how likely people are to recommend a companys products or services to others, summarized into a single score from a simple survey question.

Key Points

  • Based on one survey question: 'How likely are you to recommend us?' rated from 0 to 10.
  • Responses are grouped as Detractors (0-6), Passives (7-8), and Promoters (9-10).
  • NPS = percent Promoters minus percent Detractors; the result ranges from -100 to +100.
  • Used to track customer sentiment and guide product or service improvements over time.

Example

After an agile release, the team surveys 200 customers. They receive 90 Promoters, 70 Passives, and 40 Detractors. NPS = (90/200*100) - (40/200*100) = 45 - 20 = 25. The team reviews Detractor feedback to prioritize fixes in the next sprint.

PMP Example Question

Which measure captures how likely customers are to recommend a product or service and is calculated as the percentage of Promoters minus the percentage of Detractors?

  1. Customer Satisfaction (CSAT)
  2. Net Promoter Score
  3. Earned Value
  4. Schedule Performance Index

Correct Answer: B — Net Promoter Score

Explanation: NPS specifically measures likelihood to recommend and is computed as percent Promoters minus percent Detractors, yielding a score from -100 to +100.

Leadership for Project Managers Course

Lead with clarity, confidence, and real impact. This Leadership for Project Managers course turns day-to-day challenges—unclear priorities, tough stakeholders, and cross-functional friction—into opportunities to guide teams and deliver outcomes that matter.

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Expect hands-on frameworks, real-world examples, and guided practice to prepare for tough moments—executive readouts, resistance from stakeholders, and high-stakes negotiations. Downloadable templates and checklists keep everything actionable when the pace gets intense.

Ready to influence without waiting for a bigger title? Join a community of ambitious PMs, sharpen your edge, and deliver with purpose—project after project.



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