NPS (Net Promoter Score)
NPS is a customer loyalty metric based on one question: 'How likely are you to recommend us?' (0–10). Scores are grouped into Promoters, Passives, and Detractors. NPS = % Promoters − % Detractors.
What it is
Net Promoter Score is the most widely adopted customer loyalty benchmark. The question — 'On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?' — is asked at meaningful customer touchpoints. Answers are bucketed: 9–10 = Promoters, 7–8 = Passives, 0–6 = Detractors.
How to calculate
NPS = % Promoters − % Detractors.
Example: 60% Promoters, 25% Passives, 15% Detractors → NPS = 60 − 15 = 45.
Why it matters
NPS predicts referral behavior, repeat purchase, and churn. For healthcare specifically, NPS correlates strongly with online review activity, referral rate, and patient loyalty across episodes of care. An NPS above 50 is excellent; above 70 is world-class.
Frequently asked questions
When should I send the NPS survey?
At the moment of meaningful experience — for healthcare, often at discharge or 30 days post-care. Earlier surveys can capture novelty bias; later ones risk recall decay.
Should I follow up on every NPS response?
Yes for detractors (within 24 hours) and ideally for promoters too (turn them into referrals or reviews). Passives are the under-discussed segment — they're the ones at highest churn risk.
Is NPS still relevant in 2026?
Yes for benchmarking and trend tracking, even though it's been critiqued as oversimplified. Pair it with CSAT and qualitative feedback for a fuller picture.
