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Product Management vocabulary · Metrics & KPIs

NPS

Meaning in product management, with examples

/ˌen piː ˈes/abbreviationCommon term

In product management, NPS means: Short for Net Promoter Score: a measure of customer loyalty based on how likely people say they are to recommend a product, on a scale from 0 to 10.

In Turkish: Net Tavsiye Skoru, net destekçi skoru

How it is used

People who answer 9–10 are promoters, 7–8 passives and 0–6 detractors. NPS is the percentage of promoters minus the percentage of detractors, so it ranges from −100 to +100. The follow-up “why?” comments are often more useful than the score.

Example sentences

  1. Our NPS went from 32 to 41 after we fixed the sync issues.

  2. Most detractors in the NPS survey mentioned slow customer support.

Common collocations

  • NPS survey
  • NPS score
  • improve NPS
  • run an NPS survey
  • feedbackOpinions, complaints and ideas from users, customers or colleagues about a product, which help the team understand what to improve.
  • churnThe loss of customers or users who stop using or paying for a product during a period, often shown as a percentage called the churn rate.
  • metricA number that measures something about a product or its users, such as sign-ups per day, average session length or the share of users who return.
  • retentionThe share of users or customers who keep using a product over time, for example the percentage still active 30 days after signing up.
  • KPIShort for key performance indicator: one of the few numbers a team watches closely to judge whether a product or business is doing well.

More terms: Metrics & KPIs

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