# What is NPS – Net Promoter Score?

What is NPS – Net Promoter Score? A loyalty metric: 'How likely are you to recommend us?' (0-10). NPS = % Promoters (9-10) minus % Detractors (0-6).

## How it works in practice

NPS is the 'organizational health' metric. A store with high NPS has customers who recommend it — free growth. The follow-up question 'why?' is the real gold, not the number itself.

## Related metrics

- CSAT — a complementary satisfaction metric
- Churn Rate — low NPS predicts high churn
- LTV — Promoters generate high LTV
- Referral — Promoters are a source of referrals

## Common misconception

'NPS alone is enough.' NPS doesn't explain why. Always ask a follow-up: 'What's the main reason for your score?' — that's where the gold is.

## How to fix it

Low NPS? (1) Categorize follow-up answers — how many mention shipping? Product? Service? (2) focus on the most common factor, (3) send detractors a survey with a proposed fix — 40% will move to passive.

## Real-world example

An electronics store: NPS 28. 68% of detractors cited 'long wait for service.' They set a 4-hour SLA plus a chatbot. NPS rose to 54 within 3 months.

## Where to start

Send an NPS survey 30 days after purchase — not immediately. Tools: Typeform, Klaviyo Flow. Measure quarterly and track the trend.

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Category: Analytics · From the [Jimmy OS KPI Glossary](https://jimmy-os.com/glossary/kpi.md) · Source page: https://jimmy-os.com/glossary/kpi/nps-net-promoter-score