Net Promoter Score

Net Promoter Score (NPS) asks customers one question: 'How likely are you to recommend this product to a friend or colleague?' on a 0-10 scale. Respondents scoring 9-10 are promoters, 7-8 are passives, and 0-6 are detractors. NPS equals the promoter percentage minus the detractor percentage.

NPS ranges from -100 to +100. Scores above 50 are considered excellent, while anything above 0 indicates more promoters than detractors. The real value comes from the follow-up question: 'Why did you give that score?' which reveals actionable improvement areas.

GenGrowth integrates NPS feedback into content strategy by identifying which topics and messaging resonate with promoters versus detractors. This insight helps teams create content that attracts and retains the customers most likely to advocate for the product.