What is Net Promoter Score (NPS)?

Net Promoter Score (NPS) measures customer loyalty and satisfaction. It's based on one simple question: "How likely are you to recommend our company to a friend or colleague?" Customers answer on a scale of 0 to 10.

In B2B, NPS can reveal how your clients feel about your product or service. Those who score 9-10 are promoters. They're likely to keep buying and refer others. Scores of 7-8 are passive. Scores of 0-6 are detractors.

To calculate NPS, subtract the percentage of detractors from the percentage of promoters. A high NPS often means strong customer loyalty and growth potential. A low score suggests you need to improve customer satisfaction.

NPS is easy to understand and track over time. It can help you spot trends in customer sentiment. Many B2B companies use NPS to guide their customer service and product development efforts.