Net Promoter Score (NPS)

What is NPS?

Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. It evaluates how likely customers are to recommend a brand or product to others. Also called a customer loyalty score or satisfaction index, NPS provides insight into customer experience and brand advocacy.

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NPS in eCommerce

For online retailers, NPS helps track CX metrics and overall brand loyalty. By collecting feedback from customers, retailers can identify strengths and areas for improvement in their shopping experience. High NPS indicates strong customer loyalty, while low NPS signals potential issues that may affect retention and sales.

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How to Calculate NPS for eCommerce: 

• Ask customers: “How likely are you to recommend our brand/product to a friend or colleague?”
• Score responses from 0–10.
  
  • Promoters (9–10) = loyal enthusiasts
  • Passives (7–8) = satisfied but unenthusiastic
  • Detractors (0–6) = unhappy customers
• NPS = % Promoters – % Detractors
  
  

Why NPS Matters? 

• Provides a clear metric for customer loyalty and satisfaction.
• Helps identify areas for UX and service improvement.
• Supports data-driven decisions to increase retention and reduce churn.
• Enables comparison with industry benchmarks to gauge performance.