What is Net Promoter Score (NPS)?

Net Promoter Score (NPS), in depth

NPS’s value is comparability and trend: the same number tracked quarterly tells you whether sentiment is moving, and the follow-up question (“why?”) generates verbatims that are often worth more than the score. Its ubiquity also means benchmarks exist for almost every industry.

Its limits are equally established: the score compresses rich attitudes into one number, timing and survey channel skew results, and chasing the number invites gaming (“just give us a 10!”). NPS diagnoses that sentiment changed, never why — the why lives in open-ended feedback.

Putting it into practice

Treat NPS as a thermometer and your feedback stream as the diagnosis. A dipping score sends you to the inbox to find what recently changed; the verbatims from detractors belong in the same triage as other feedback. TellTide focuses on that continuous diagnostic layer — reviews with ratings, categorized comments — rather than survey administration.

Related terms

• Customer Satisfaction Score (CSAT) — CSAT measures satisfaction with a specific interaction or feature — “how satisfied were you with X?” on a short scale — reported as the percentage of positive responses.
• Customer Effort Score (CES) — CES asks how much effort a task took — “how easy was it to accomplish X?” — on a scale from very difficult to very easy.
• Customer review — A customer review is an evaluative judgment of the product, usually a rating plus commentary.