What is NPS
The Net Promoter Score measures how likely a customer is to recommend your product. It's calculated with one question: "On a scale of 0-10, how likely are you to recommend us?" Promoters (9-10), Passives (7-8), Detractors (0-6).
How to calculate it
%Promoters - %Detractors = NPS. An NPS of 50 is excellent, 70 is world-class. But the number matters less than the trend: a rising NPS means you're improving the experience.
The mistake of just measuring
Many companies measure NPS but don't act on it. The survey without action creates fatigue and cynicism. Every response must trigger an action: contact the detractor, thank the promoter.
Closing the loop with detractors
When someone scores you 0-6, call them within 24 hours. Ask what happened, listen without defending yourself, and solve the problem. A converted detractor is worth more than 10 new customers.
Converting passives to promoters
Passives (7-8) are neutral but have potential. Identify what they need to become promoters: a missing feature? Better onboarding? An unexplored use case?
NPS by segment
Measure NPS by feature, acquisition channel, pricing plan, and industry. A global NPS can be good while a specific segment is unhappy. Break it down to take action.
At Vynta we implement NPS measurement and customer feedback systems for startups. We help you turn data into actions that improve your product.