What is NPS and how is it interpreted?

NPS (Net Promoter Score) is a customer loyalty metric that measures the likelihood of a user recommending a product or service to others.

Users are asked: "How likely are you to recommend our product to a friend or colleague?" with a rating from 0 to 10.

• Ratings 9-10 — promoters (loyal customers)
• Ratings 7-8 — passives
• Ratings 0-6 — detractors

NPS is calculated as the percentage of promoters minus the percentage of detractors:

NPS = %promoters - %detractors

The NPS value can range from -100 to +100. The higher the NPS, the better the customer loyalty and satisfaction.

Interpretation:

• NPS > 50 — excellent score
• NPS from 0 to 50 — average level
• NPS < 0 — indication of problems with the product or service

NPS helps understand overall user sentiment and identify areas for improvement.