A customer satisfaction metric that measures how likely customers are to recommend your brand to others, scored on a 0-10 scale. Calculated as % Promoters minus % Detractors.
NPS scale: 9-10 = Promoters, 7-8 = Passives, 0-6 = Detractors. NPS = % Promoters - % Detractors. A score above 50 is excellent for D2C brands; above 70 is world-class. NPS strongly predicts organic word-of-mouth growth and is a leading indicator of retention. Survey timing matters: send NPS after delivery confirmation (not immediately after purchase) when the customer has actually experienced your product.
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