What Is Net Promoter Score (NPS)? Definition
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.
Net Promoter Score (NPS)
A dental practice surveys patients after each visit and tracks its NPS month by month
A consulting firm sends NPS surveys quarterly and uses detractor feedback to improve
A salon compares NPS between clients who book online and those who book by phone
A home service company uses NPS to identify and reward their most loyal promoter clients
Workflow example: Net Promoter Score (NPS)
- 1
A physiotherapy clinic sends a one-question NPS survey from its email tool two days after each patient's final session.
- 2
In a quarter, 200 patients respond: 120 promoters (9-10), 50 passives (7-8) and 30 detractors (0-6).
- 3
NPS = 60% promoters minus 15% detractors = 45.
- 4
The clinic calls each detractor to understand what went wrong and fixes the most common issue, waiting times.
Why Net Promoter Score (NPS) Matters
Promoters are the clients most likely to refer others and keep coming back, so NPS is a useful early signal of growth or decline. Tracking it over time shows whether your client experience is improving, and spotting detractors gives you a chance to fix problems before they leave.
SchedulingKit — Net Promoter Score (NPS)
SchedulingKit does not run NPS surveys. Its built-in reviews (Standard plan and above) are a related signal: after you mark a booking completed, the client is emailed a request to leave 1 to 5 stars and a comment on a private link. You can approve, reject or reply to reviews, and approved reviews show on your booking site. For a true 0 to 10 NPS survey, use a survey tool alongside it.
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When this isn't for you
This definition page is reference-only. If you came here looking for software to handle net promoter score (nps), head to /scheduling-software or /features instead. Skip this page if you're already familiar with the term.