Net Promoter Score (NPS)
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely a customer is to recommend a brand to others. It’s calculated from a single survey question: “How likely are you to recommend us to a friend or colleague?”, scored on a 0–10 scale.
Based on their response, customers fall into one of three groups: Promoters (9–10), Passives (7–8), or Detractors (0–6). NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, producing a score between -100 and +100.
NPS was developed by Fred Reichheld and popularised through Harvard Business Review and the book The Ultimate Question. It has since become one of the most widely used CX metrics globally, valued for its simplicity and its correlation with business growth.
How Is NPS Calculated?
NPS = % Promoters − % Detractors
For example, if 60% of respondents are Promoters, 25% are Passives, and 15% are Detractors, the NPS is 60 − 15 = 45.
What Is a Good NPS Score?
Generally, any score above 0 is considered positive, above 50 is excellent, and above 70 is world-class. That said, “good” varies significantly by industry and geography — a good NPS for an Indian bank looks different from a good NPS for a global SaaS company. Benchmarking against your own sector is more useful than chasing a universal number.
How LitmusWorld Helps with NPS
LitmusWorld captures NPS in real time across every touchpoint — branch visits, app interactions, call centre calls, and more — and automatically triggers closed-loop action when a Detractor responds, so feedback turns into resolution, not just a number on a dashboard. LitmusWorld is India’s leading customer experience platform, built around the Measure-Act-Improve framework for Indian enterprise
See how it works – request a demo. Or book a free consultation to learn more about how LitmusWorld has helped improve NPS for businesses across different industries. Explore how we Measure CX.
Related terms: CSAT · Promoter, Passive, Detractor · Closed-Loop Feedback · Transactional Survey · Relationship Survey