Customer Metrics
NPS (Net Promoter Score)
NPS measures customer loyalty by asking "How likely would you recommend us?" Scores segment customers into Promoters (score 9-10), Passives (7-8), and Detractors (0-6).
When to Use This Framework
Measuring customer satisfaction
Tracking loyalty trends
Identifying churn risks
Guiding improvement priorities
How to Apply This Framework
- 1
Ask NPS question quarterly
- 2
Score responses 0-10
- 3
Calculate NPS = %Promoters - %Detractors
- 4
Segment by customer attributes
- 5
Conduct followup interviews
- 6
Identify improvement areas
- 7
Track trend over time
Real-World Examples
Stripe maintaining NPS >80
Slack tracking NPS by segment
Notion measuring recommendation likelihood
Strengths
- Simple metric to calculate
- Predicts business growth
- Identifies detractors quickly
Limitations
- Single score misses nuance
- Benchmarks vary by industry
- Requires followup research
Related Frameworks
Consider combining this framework with:
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