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NPS (Net Promoter Score)

Definition

A customer loyalty metric calculated by asking users "How likely are you to recommend this product to a friend?" on a 0-10 scale. Respondents are categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). NPS equals the percentage of Promoters minus the percentage of Detractors. PMs use NPS as a lagging indicator of overall product satisfaction and a leading indicator of organic growth.

Why It Matters for Product Managers

Understanding nps is critical for product managers because it directly influences how teams prioritize work, measure progress, and deliver value to users. PMs use NPS as a lagging indicator of overall product satisfaction and a leading indicator of organic growth. Without a clear grasp of this concept, PMs risk making decisions based on assumptions rather than evidence, which can lead to wasted engineering effort and missed market opportunities.

How It Works in Practice

Product teams measure and act on this metric by first establishing a baseline, then setting targets tied to product or business objectives. The typical workflow involves:

  • Define — Agree on the exact calculation and data source so every team member reads the same number the same way.
  • Instrument — Ensure the product tracks the events and attributes needed to compute the metric accurately.
  • Dashboard — Surface the metric in a shared dashboard that the team reviews at a regular cadence (daily, weekly, or per sprint).
  • Act — When the metric moves outside its expected range, investigate root causes and form hypotheses before jumping to solutions.

    • By embedding nps into regular team rituals, PMs keep the conversation grounded in evidence and catch problems before they compound.

    Common Pitfalls

  • Treating the metric as a vanity number rather than connecting it to actionable product decisions.
  • Measuring in isolation without pairing it with complementary leading or lagging indicators.
  • Optimizing the metric at the expense of overall user experience or long-term business health.

    • Related Concepts

    To build a more complete picture, explore these related concepts: HEART Framework, Churn Rate, and Customer Journey Map. Each connects to this term and together they form a toolkit that product managers draw on daily.

    Related Terms

    HEART FrameworkChurn RateCustomer Journey Map

    Frequently Asked Questions

    What is nps in product management?+
    A customer loyalty metric calculated by asking users \"How likely are you to recommend this product to a friend?\" on a 0-10 scale. Product managers use this concept to make more informed decisions and deliver better outcomes for users and the business.
    How do you measure nps?+
    To measure nps, define the exact calculation and data source, instrument your product to capture the necessary events, and surface the metric in a shared dashboard. Review it at a regular cadence and investigate when it moves outside expected ranges.
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