Business
NPS (Net Promoter Score)
NPS is a 0-100 scoring system measuring customer loyalty. Calculation: % of customers rating 9-10 (Promoters) − % rating 0-6 (Detractors), ignoring 7-8 (Passives). Above 30 is good, above 50 is excellent.
More detail
NPS is lagging — it tells you what happened. Pair with leading indicators (usage trend, support sentiment, payment timing) for early-warning. Aiprosol surveys customers quarterly with a single 0-10 question + open-ended follow-up. Promoters get asked for referrals + reviews; Detractors get a CSM call within 7 days.