Metrics•5 min read

NPS Guide for Startups | 2026

How to measure and improve Net Promoter Score. Build a customer feedback loop.

What is NPS?

Net Promoter Score = % Promoters - % Detractors

Promoters: 9-10 (Loyal) Passives: 7-8 (Satisfied) Detractors: 0-6 (Unhappy)

Range: -100 to +100

NPS Ranges

ScoreMeaning
> 70Exceptional
50-70Great
20-50Average
< 20Problematic
< 0Critical

How to Measure

  1. Survey tool — Typeform, Hotjar
  2. Timing — 30-day touchpoint
  3. Incentive — Entry, discount
  4. Follow-up — Open-ended question

Closing the Loop

  1. Thank promoters — Personal notes
  2. Convert passives — Address concerns
  3. Fix detractors — Root cause analysis

Conclusion

NPS is a leading indicator. Track it monthly.