What’s an NPS Score — and Why It Matters
Meg Luff • 11 August 2025

NPS stands for Net Promoter Score — a simple but powerful way to measure how likely your clients are to recommend your business to others.

NPS stands for Net Promoter Score — a simple but powerful way to measure how likely your clients are to recommend your business to others. It’s based on one question:

“On a scale of 0–10, how likely are you to recommend us to a friend or colleague?”

From there, responses are grouped into:

  • Promoters (9–10): Your biggest fans — loyal, enthusiastic, and likely to refer new business.
  • Passives (7–8): Satisfied but not raving fans — at risk of being swayed by competitors.
  • Detractors (0–6): Unhappy clients who may share negative feedback or disengage.


Your NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The higher the score, the stronger your client loyalty and satisfaction.


Why it matters:

  • It’s a pulse check — revealing how your clients truly feel beyond polite conversation.
  • It predicts growth — promoters are proven to drive referrals, repeat business, and positive word-of-mouth.
  • It flags risks early — a dip in your score can signal emerging issues before they impact your bottom line.


When we track your NPS alongside campaign results, you get a complete picture — not just of the marketing activity, but of the quality of the client relationships your brand is building.