Okuzeka
Marketing vocabulary · Marketing Metrics

Net Promoter Score

Meaning in marketing, with examples

nounCommon term

In marketing, Net Promoter Score means: A score based on one question, “How likely are you to recommend us to a friend?”, answered from 0 to 10 and used to measure customer loyalty.

In Turkish: net tavsiye skoru, net destekçi skoru, NPS

How it is used

Shortened to NPS. People who answer 9–10 are promoters, 7–8 are passives and 0–6 are detractors. The score is the percentage of promoters minus the percentage of detractors, so it can range from −100 to +100.

Example sentences

  1. Our Net Promoter Score went from 22 to 41 after we fixed the delivery problems.

  2. The Net Promoter Score survey goes out seven days after each purchase.

Common collocations

  • measure NPS
  • NPS survey
  • high Net Promoter Score
  • promoters and detractors
  • customer satisfactionHow happy customers are with a product, a service or their overall experience, compared with what they expected.
  • word of mouthInformation and recommendations about a product that spread from person to person, in conversation or online, rather than through paid advertising.
  • customer retentionKeeping existing customers buying from you over time, and the methods a company uses to stop them from leaving for competitors.
  • surveyA set of questions asked to many people, online, by phone or face to face, to collect their opinions, habits or experiences.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Marketing Metrics

Practise with graded reading

Reading at the right level is the fastest way to make new words stick. Pick free English books by level: