Net Promoter Score (NPS) in Product Metrics

Introduction to Net Promoter Score (NPS)

If you want to understand how your customers feel about your product, Net Promoter Score (NPS) is a simple yet powerful tool. It helps you measure customer loyalty by asking one key question: "How likely are you to recommend this product to a friend or colleague?" This score gives you a clear picture of your product's impact and customer satisfaction.

In this article, we will explore how NPS fits into product metrics, why it matters, and how you can use it to improve your product. Whether you are a product manager, founder, or marketer, understanding NPS can help you make smarter decisions and grow your business.

Understanding NPS and Its Calculation

NPS is calculated by asking customers to rate their likelihood to recommend your product on a scale from 0 to 10. Based on their answers, customers are grouped into three categories:

• Promoters (score 9-10): Loyal enthusiasts who will keep buying and refer others.
• Passives (score 7-8): Satisfied but unenthusiastic customers who are vulnerable to competitors.
• Detractors (score 0-6): Unhappy customers who can damage your brand through negative word of mouth.

The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The score ranges from -100 to 100. A positive score means more promoters than detractors, which is a good sign.

For example, if 60% of respondents are promoters and 20% are detractors, your NPS is 40. This simple number helps you quickly gauge customer loyalty and satisfaction.

Why NPS Matters in Product Metrics

NPS is more than just a number; it reflects how your product resonates with users. Here’s why it’s important in product metrics:

• Customer Loyalty Indicator: NPS shows how likely customers are to stick with your product and recommend it.
• Predicts Growth: High NPS often correlates with faster growth and higher revenue.
• Identifies Improvement Areas: Feedback from detractors highlights product issues you can fix.
• Aligns Teams: NPS provides a clear goal for product, marketing, and support teams to improve customer experience.

Many successful companies use NPS to track product health and customer happiness. For example, software platforms like Bubble and Glide regularly collect NPS to prioritize features and reduce churn.

How to Collect and Use NPS Effectively

Collecting NPS is easy, but using it well requires strategy. Here are steps to get the most from NPS:

• Choose the Right Moment: Send NPS surveys after key interactions, like product onboarding or feature launches.
• Keep It Simple: Ask the standard NPS question and include an optional open-ended question for feedback.
• Segment Your Audience: Analyze NPS by user type, plan, or behavior to find patterns.
• Act on Feedback: Use detractor comments to fix bugs or improve features, and promoters’ feedback to amplify strengths.
• Share Results: Communicate NPS trends with your team to align efforts and celebrate wins.

Tools like Make and Zapier can automate NPS surveys and integrate responses into your CRM or product analytics platform, saving time and improving follow-up.

NPS Limitations and Complementary Metrics

While NPS is valuable, it has some limitations you should consider:

• Does Not Explain Why: NPS shows loyalty but not detailed reasons behind scores.
• Can Be Biased: Responses may skew if only very happy or unhappy customers reply.
• Not a Complete Picture: NPS should be combined with other metrics for full insight.

To get a well-rounded view, combine NPS with metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), and product usage data. For example, FlutterFlow tracks both NPS and feature adoption rates to understand user engagement deeply.

Real-World Examples of NPS in Product Management

Many no-code and low-code platforms use NPS to guide product decisions. Here are some examples:

• Bubble: Uses NPS surveys after major updates to learn if new features meet user needs.
• Glide: Collects NPS regularly to identify promoters who can become brand advocates.
• Make: Combines NPS with automation usage data to reduce churn and improve onboarding.

These companies show how NPS can be a practical tool to improve products, increase customer loyalty, and grow revenue.

Conclusion

Net Promoter Score (NPS) is a simple yet powerful metric that helps you understand customer loyalty and satisfaction. By asking one key question, you get a clear view of how your product is performing in the eyes of users.

Using NPS alongside other product metrics and acting on customer feedback can drive meaningful improvements. Whether you are building a no-code app or managing a complex platform, NPS offers valuable insights to help your product succeed and delight your customers.