Watch
Net promoter score 0:42
A 42-second explainer of Net promoter score, narrated over the same demo you can try yourself.
Try the interactive Net promoter score demo
What this video covers
Net promoter score asks one question - "how likely are you to recommend us?" on a 0 to 10 scale - then subtracts the share of detractors (0 to 6) from the share of promoters (9 to 10). The 7s and 8s sit in the middle as a neutral zero. The result runs from -100 to +100.
Each time you nudged someone up a bucket, the score moved the same fixed step - and a passive landed exactly in the middle, pulling it neither way. Turn a detractor all the way to a promoter and it moved twice as far. NPS rewards the whole journey from unhappy to delighted, but treats the lukewarm middle as nothing. It only ever hears the ends.
