Net Promoter Score (NPS)
A customer loyalty metric that measures how likely clients are to recommend your business to others on a 0-10 scale.
Definition
Net Promoter Score (NPS) is a widely-used metric that gauges customer loyalty by asking a single question: 'How likely are you to recommend this business to a friend or colleague?' on a 0-10 scale. Respondents are categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score from -100 to +100. For service businesses, NPS is a leading indicator of growth through referrals, retention rates, and overall client satisfaction.
Examples of Net Promoter Score (NPS)
A dental practice surveys patients after each visit and maintains an NPS of 72
A consulting firm sends NPS surveys quarterly and uses detractor feedback to improve
A salon tracks NPS and finds that clients who book online give 15 points higher scores
A home service company uses NPS to identify and reward their most loyal promoter clients
Why Net Promoter Score (NPS) Matters
NPS is one of the strongest predictors of business growth. Promoters generate 3.7 referrals on average and spend 67% more than detractors. Tracking NPS over time reveals whether your client experience is improving or declining, and identifying detractors gives you a chance to recover them before they churn.
How SchedulingKit Handles Net Promoter Score (NPS)
SchedulingKit can trigger automated NPS surveys after appointments, track scores over time, and alert you to detractor responses so you can take immediate action to improve their experience.
Try SchedulingKit FreeCommon Questions About Net Promoter Score (NPS)
What is a good NPS for service businesses?
The average across service industries is 45. Above 50 is excellent, above 70 is world-class. Healthcare averages 62, salons average 55, and home services average 48.
How often should you survey NPS?
Best practice is to survey after each service interaction (transactional NPS) or quarterly (relational NPS). Avoid surveying more than once per month to prevent survey fatigue.
Related Terms
Explore More Resources
Learn more about scheduling software and find the right solution for your needs.
Ready to Implement Net Promoter Score (NPS)?
SchedulingKit makes it easy. Start your free account today and see the difference.
Free forever plan available • No credit card required