{"id":11919,"date":"2026-04-17T09:30:56","date_gmt":"2026-04-17T07:30:56","guid":{"rendered":"https:\/\/www.opinat.com\/what-is-nps\/"},"modified":"2026-09-16T16:09:30","modified_gmt":"2026-09-16T14:09:30","slug":"what-is-nps","status":"publish","type":"post","link":"https:\/\/www.opinat.com\/en\/what-is-nps\/","title":{"rendered":"What is NPS\u00ae?"},"content":{"rendered":"

The Net Promoter Score (NPS\u00ae) is one of the world’s most widely used Customer Experience (CX)<\/a> metrics for measuring customer loyalty.<\/strong> Its success stems from a very simple reason: a single question reveals the likelihood that a customer will recommend a company, product, or service.<\/span><\/p>\n

Although its premise is simple, the true value of NPS\u00ae lies not only in the score obtained, but in the ability to understand why customers respond as they do and to act accordingly.<\/span><\/p>\n

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The NPS\u00ae Question<\/b><\/h2>\n

The NPS\u00ae methodology is always based on the same question:<\/span><\/p>\n

“To what extent would you recommend our product or service to a family member, friend, or colleague?”<\/b><\/p>\n

The customer responds using a scale from 0 to 10, and based on their response they are classified into one of these three groups.<\/p>\n

Promoters (9-10)<\/b><\/h3>\n

They are the most satisfied and loyal customers. They buy more frequently, recommend the brand spontaneously, and tend to generate greater long-term value. <\/span><\/p>\n

The goal with them is to maintain that satisfaction, strengthen the relationship, and turn them into true brand ambassadors.<\/span><\/p>\n

Passives (7-8)<\/b><\/h3>\n

They are satisfied customers, but without an emotional connection to the company. They don’t usually speak negatively about the brand, although they don’t actively recommend it either, and they can easily switch to the competition if they find a better alternative. <\/span><\/p>\n

Identifying them is fundamental to understanding what they lack and what improvements can turn them into promoters.<\/span><\/p>\n

Detractors (0-6)<\/b><\/h3>\n

They have had a negative experience or one that fell short of their expectations. In addition to abandoning the brand, they may share unfavorable opinions that affect the company’s reputation. <\/span><\/p>\n

In these cases, it’s not just about knowing the score, but understanding the reason and acting quickly. A Close the Loop process allows you to contact the customer, resolve the issue, and prevent a temporary problem from becoming a permanent loss.<\/p>\n

How is NPS\u00ae calculated?<\/b><\/h2>\n

The calculation is very simple:<\/span><\/p>\n

NPS\u00ae = % of Promoters \u2212 % of Detractors<\/b><\/p>\n

Passive customers are not involved in the calculation, although their feedback remains very valuable for identifying opportunities for improvement.<\/span><\/p>\n

The result is always expressed with a value between -100 and +100.<\/p>\n

\"Promoter<\/p>\n

 <\/p>\n

What is considered a good NPS\u00ae?<\/b><\/h2>\n

There is no single value that applies to all sectors. Each industry has different benchmarks, so it’s always advisable to compare yourself with companies in the same market. <\/span><\/p>\n

As a general guideline:<\/span><\/p>\n