NPS

NPS - Net Promoter Score, loyalty index. It is measured by one question: “how likely is it that you would recommend us, from 0 to 10.” Responses are categorized as promoters (9–10), neutrals (7–8), and detractors (0–6). NPS is equal to the percentage of promoters minus the percentage of detractors.

The strength of NPS is in its simplicity: one question, you’re not too lazy to go through it, it’s easy to calculate over time. The weakness is the same simplicity: the bare number “NPS 42” does not tell you what to fix. Therefore, I always add a second, open-ended question: “why such an assessment.” This is where the benefit lies in the answers.

NPS is a metric at the intersection of product and marketing. Marketing brings a client, but only real experience with the product will make him recommend. If NPS is low, attracting more traffic is pouring water into a leaky bucket. First the bucket.