ProductSaaSFinancial ServicesConsumer ProductsOutcomeApproved

Product Net Promoter Score

The likelihood that active users would recommend the product to others, measured on the standard 0–10 scale and converted to a −100 to +100 score.

Business Question Answered

“Do our active users like the product enough to advocate for it?”

What This Tells You

Directional sentiment and advocacy likelihood among active users.

What It Does Not Tell You

The specific product issues driving detractors — always pair the score with open-ended verbatim analysis.

Formula & Example Calculation

% Promoters (score 9–10) − % Detractors (score 0–6)

Numerator

N/A (difference of percentages)

Denominator

N/A (difference of percentages)

Example

Of 1,000 respondents: 450 are promoters (45%), 200 are detractors (20%). Product NPS = 45 − 20 = 25.

Recommended Dimensions & Segments

Plan tierTenureSegmentPersona

Recommended visualization: Trend line with promoter/passive/detractor stacked bar

Technical Implementation Notes

Survey only users with meaningful product exposure (e.g., 3+ sessions) to avoid diluting the score with users who haven't formed an opinion.

Data Quality Checks

Track response rate — low response rate (<10%) undermines statistical reliability
Watch for survey fatigue from over-surveying the same users

Common Pitfalls

Surveying brand-new users who haven't used the product enough to have a real opinion
Treating NPS as a KPI to directly manage rather than a lagging signal of underlying product health

AI Explanation

Get a conversational, stakeholder-friendly explanation of this KPI, generated on demand.

Metadata

Funnel StageEngagement

Owner RoleHead of Product

CadenceQuarterly

Data Sources

In-app survey tool (Delighted/Wootric)CRM