NPS Survey

An NPS survey is a standardized way to ask about recommendation likelihood. Respondents score the company or product from 0 to 10. In the conventional Net Promoter Score calculation, 9–10 are promoters, 7–8 are passives, and 0–6 are detractors. The reported score is the percentage of promoters minus the percentage of detractors, not the average of all numerical responses.

A maintenance company might send a short survey after a completed job, asking the recommendation question and optionally inviting a free-text explanation. If a customer gives a low score, a service manager can look into the underlying issue rather than treating that customer as a negative marketing statistic. Survey timing, sample selection, response rates, and wording can change what the data represents. Comparing results across teams or months requires consistent methods.

An NPS score cannot diagnose precisely why customers are unhappy, prove future revenue growth, or replace a complaint-handling process. Customers who do not respond may differ systematically from those who do. Pair the headline number with verbatim feedback, repeat business, and service resolution outcomes. This is a specific recommendation-likelihood instrument within the broader category of Customer Feedback Surveys. The existing general survey entry must be checked before deciding on a standalone glossary page.