NPS (Net Promoter Score) measures customer loyalty by asking how likely users are to recommend a brand on a scale from 0 to 10.
Net Promoter Score is a customer loyalty and satisfaction measurement taken by asking customers one simple question: "On a scale of 0-10, how likely are you to recommend our product/service to a friend or colleague?" Based on their responses, customers are categorized as:
NPS formula: NPS = % of Promoters − % of Detractors
The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters (ignoring Passives in the calculation).
While NPS itself isn't a social media metric, it directly impacts social media performance in several ways:
This metric is especially valuable in social media marketing, where word-of-mouth and community perception play a huge role in brand awareness, customer retention, and reputation. NPS insights can shape content strategy, tone of voice, and customer engagement efforts across platforms.
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A notification is an alert that informs users about new activity on social media, like comments, mentions, messages, or follower updates.
A newsletter is a recurring email sent to subscribers with updates, news, or curated content from a brand, creator, or business.