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General

Net Promoter Score

NPS
Definition
Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend you on a scale from 0 to 10.

How NPS is calculated

Respondents scoring 9–10 are promoters, 7–8 are passives and 0–6 are detractors. NPS = % promoters − % detractors, giving a score between −100 and +100.

Using NPS in B2B

In B2B, ask several contacts per account, not just your main contact, and always follow up on the open-ended answers. The comments are often more useful than the score itself.

How VAEKST can help

We help you collect customer feedback and follow up on it in HubSpot, so your NPS turns into action. Book a meeting to talk it through with one of our growth experts.

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Related terms

Voice of the Customer

Voice of the customer (VoC) is the structured process of collecting and analysing customer feedback to understand their needs, expectations and language.

Key Account Management

Key account management (KAM) is a strategic approach to managing your most valuable customers with dedicated resources, long-term plans and senior relationships.

Win-Loss Analysis

Win-loss analysis is the practice of reviewing won and lost deals – often through buyer interviews – to understand why customers choose you or a competitor.
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