Net Promoter Score, NPS
Version 1.0.0 · Updated 2026-07-28
CORE DEFINITION
The Net Promoter Score is a market research metric, typically a survey questionnaire that asks respondents to rate the likelihood of recommending a company, product, or service to friends or colleagues. The questionnaire consists of a question and a score. The higher the score chosen by the user, the higher the likelihood of recommendation. The Net Promoter Score was first published in the Harvard Business Review in 2003.
SCAFFOLDING EFFECT
Reduce cognitive load
The Net Promoter Score is a market research metric, typically a survey questionnaire that asks respondents to rate the likelihood of recommending a company, product, or service to friends or colleagues. The questionnaire consists of a question and a score. The higher the score chosen by the user, the higher the likelihood of recommendation. The Net Promoter Score was first published in the Harvard Business Review in 2003.
Anchor fast decisions
Using a single question (recommendation likelihood 0-10), users are classified into Promoters (9-10), Passives (7-8), and Detractors (0-6). NPS = %Promoters − %Detractors. It measures loyalty and social endorsement willingness, which predicts organic growth better than 'satisfaction'.
MINIMUM ACTION
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- zh.wikipedia.orghttps://zh.wikipedia.org/wiki/%E5%87%80%E6%8E%A8%E8%8D%90%E5%80%BCverified
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