Net Promoter Score (NPS)
NPS measures customer loyalty on a single question: "How likely are you to recommend [product] to a friend or colleague?" on a 0–10 scale.
How it's scored
- Promoters (9–10) — loyal advocates
- Passives (7–8) — satisfied but unenthusiastic
- Detractors (0–6) — at risk of churning or spreading negative WOM
NPS = % Promoters − % Detractors
Range: −100 (worst) to +100 (best). B2B SaaS benchmark: 30–50 is good, 50+ is excellent.
When to send NPS
- 30 days post-onboarding
- 6 months in
- Quarterly thereafter
- After major support interactions (transactional NPS)
Limitations
NPS is a lagging indicator and easy to game. Pair with CSAT, CES, and qualitative feedback.
How BlueHill helps
NPS responses live on the customer's interaction timeline; detractor scores auto-create at-risk tasks; promoter scores feed the advocacy pipeline.
Related: CSAT · CES · Voice of customer