NPS (Net Promoter Score)
A loyalty metric from one question — "How likely are you to recommend us?" (0-10) — scored as the percentage of promoters (9-10) minus the percentage of detractors (0-6).
Net Promoter Score asks one question — how likely are you to recommend us, on a scale of zero to ten — and buckets the answers: 9-10 are promoters, 7-8 are passives, 0-6 are detractors. The score is the percentage of promoters minus the percentage of detractors, giving a range from -100 to +100. Run on a regular relational cadence (and, in B2B, tracked per respondent role, since an admin and an executive can experience the same product very differently), it produces a trendable read on relationship sentiment.
NPS earns its criticism when treated as a vanity number and its keep when treated as a signal source. The score itself is coarse; the value is in the movement, the segmentation, and above all the follow-up. A detractor response is one of the cheapest churn early-warnings available — but only if it reliably becomes a task with an owner rather than a data point in a quarterly deck. Likewise promoters are an underused asset: they are the shortlist for references, case studies, and expansion conversations. The discipline, as with every survey metric, is that every response changes what somebody does next.