NPS: Net Promoter Score
A customer satisfaction measure based on a single question: "How likely are you to recommend us to a friend or colleague?" Scored 0–10.
Formula
Why it matters
NPS is the single most widely used customer satisfaction metric because it predicts referral growth and churn. High NPS correlates with organic word-of-mouth growth — reducing CAC by producing customers who recommend you without paid acquisition.
How to improve NPS
Act on Detractor feedback to address the root causes of dissatisfaction, create structured Promoter programs to make it easy for happy customers to refer, and improve onboarding to increase early satisfaction.
Above 0 is acceptable. Above 30 is good. Above 50 is excellent. Above 70 is world-class (Apple, Tesla range).
Prooflytics tracks NPS automatically from your connected sources and flags it in your daily briefing when it moves significantly.
Start free trialFrequently asked questions
What is a good NPS score?
Above 0 means more promoters than detractors (acceptable). Above 30 is good and competitive. Above 50 is excellent — typical of top SaaS companies. Above 70 is world-class (Apple, Slack).
How often should I measure NPS?
Transactional NPS after key events (trial completion, onboarding, support resolution) gives the most actionable feedback. Relationship NPS quarterly gives a high-level trend. Most SaaS companies do quarterly relationship NPS plus transactional NPS at onboarding.