NPS, short for Net Promoter Score, is a simple yemt powerful metric that measures the likelihood of your customers recommending your product or service to others. It’s the kind of insight that cuts through vanity metrics and gets to the heart of user sentiment. If retention tells you how often users return, NPS tells you why they might not—or better yet, why they’ll shout your brand from the rooftops.
How to calculate the net promoter score?
The score comes from a single question: “On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?” Users who respond with a 9 or 10 are referred to as Promoters.
They’re loyal, engaged, and often your most vocal supporters. Those who respond with a 7 or 8 are Passives—satisfied but not enthusiastic. And anyone scoring you six or below? They’re Detractors, and they’re at risk of churning—or worse, damaging your brand through negative word-of-mouth.
To calculate your NPS, subtract the percentage of Detractors from the rate of Promoters. The result can range from -100 to +100. A positive score indicates that you have more promoters than detractors; a high score (above 50) typically signifies strong customer loyalty.
What is the use of the net promoter score?
In mobile marketing, NPS is more than just a feedback tool—it’s a barometer of your app’s long-term viability. Especially in industries such as fintech, travel, or retail, where user trust and experience are paramount, NPS provides an early warning system for potential customer churn. Low NPS? It’s time to examine your user experience (UX), customer support, or onboarding process. High NPS? You’ve probably nailed personalization, performance, and value delivery.
Smart teams go a step further by pairing NPS data with behavioral analytics. For instance, if your most loyal users engage with a specific feature or campaign, you have a clear path to replicate that success. You can also use NPS segmentation to tailor your outreach, turning Promoters into referral drivers with exclusive offers and checking in with Detractors through support-led interventions.
For product and growth teams, NPS also informs roadmap decisions. If users love your app but consistently mention a missing feature, it’s not just noise—it’s direction. Since NPS surveys are quick and easy to implement, they can be seamlessly integrated into your mobile UX at strategic touchpoints, such as post-purchase, post-update, or after a significant milestone.
Ultimately, Net Promoter Score isn’t just a customer satisfaction metric—it’s a growth lever.
Promoters fuel organic acquisition, detractors highlight blind spots, and passives show where your edge might be dulling. NPS brings a human element back into the data mix in the noise of clicks, installs, and impressions.
Want to know how users feel about your app? Don’t guess. Ask them. NPS turns customer sentiment into a clear, actionable number—and when you listen closely, it speaks volumes.