one-line definition
NPS is a core operating metric that helps small teams make better product and growth decisions.
formula: NPS = % Promoters − % Detractors
tl;dr
NPS asks users one question: "How likely are you to recommend this product?" The score ranges from -100 to +100. Above 50 is strong. Below 0 means you have a problem.
Simple definition
NPS (Net Promoter Score) measures how likely your users are to recommend your product to someone else. You ask one question on a 0-10 scale. Users who answer 9-10 are Promoters. Users who answer 7-8 are Passives. Users who answer 0-6 are Detractors. Subtract the percentage of Detractors from the percentage of Promoters -- that's your NPS.
NPS is a leading indicator. It doesn't directly measure revenue, but products with high NPS tend to have lower churn and stronger word-of-mouth. For an solo founder with no marketing budget, a high NPS means your users are doing your selling for you.
How to calculate it
NPS = % Promoters - % Detractors
Say you survey 60 users. 30 rate you 9-10 (Promoters), 18 rate you 7-8 (Passives), and 12 rate you 0-6 (Detractors).
- % Promoters = 30/60 = 50%
- % Detractors = 12/60 = 20%
- NPS = 50 - 20 = +30
That's decent but not great. A score above 50 means strong loyalty. Below 0 means more people dislike your product than love it.
Example
You ship a writing tool and survey users after 30 days. NPS comes back at +15. You dig into the Detractor responses and see a pattern: 8 of 12 Detractors mention slow export speeds. You spend a week optimizing the export pipeline. Next survey: NPS is +42. The qualitative feedback in NPS responses is often more valuable than the number itself. Read every single Detractor comment -- they're telling you exactly what to fix.
Related reading
Related terms
- MRR
- CAC
- LTV
FAQ
Why does NPS matter?+
It gives a fast signal about whether your product and distribution system is improving or regressing.