# 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](/glossary/csat) · [CES](/glossary/ces) · [Voice of customer](/glossary/voice-of-customer)