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Glossary
Customer feedback

What is Net Promoter Score (NPS)?

Net Promoter Score (NPS) is a metric used to gauge customer loyalty and satisfaction by asking users one question: 'On a scale of 0 to 10, how likely are you to recommend our product to a friend or colleague?' Respondents are categorized into Promoters (9-10), Passives (7-8), and Detractors (0-6). The final score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score between -100 and +100.

When to use it

Teams use NPS to track long-term trends in customer sentiment and identify the overall health of their user base. It is best applied at regular intervals—such as quarterly—to see if product changes are improving loyalty over time. NPS helps identify 'Promoters' who can provide case studies and 'Detractors' who are at high risk of churning.

Example

A SaaS team prioritizing 4 features for Q3 notices their NPS has dropped from +45 to +20 over the last six months. Upon analyzing the qualitative feedback left by Detractors, they find that performance issues and a confusing checkout flow are the primary complaints. Instead of building new features, the team shifts their roadmap to focus on infrastructure stability and UX improvements. After the release, they survey the same cohort and see the score rebound to +40, validating that they solved the most critical customer pain points.

How Planet Roadmap helps with Net Promoter Score (NPS)

Planet Roadmap has a public feedback portal that lets you collect feature requests and votes, helping you identify the specific product improvements that will drive your NPS higher.

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FAQ

How is NPS different from CSAT?
NPS measures long-term loyalty and the likelihood of recommendation, whereas Customer Satisfaction (CSAT) typically measures a user's sentiment regarding a specific interaction, such as a support ticket or a recent feature launch.
What is considered a 'good' NPS score?
While scores vary by industry, any score above 0 is generally considered positive. A score above 50 is excellent, and above 70 is world-class; however, the most important factor is the trend of your score over time rather than a single static number.

Related terms

CSATCustomer Effort Score (CES)Voice of CustomerFeedback PortalChurnRetentionKPILagging Indicator

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