A net promoter score (NPS) measures customer loyalty by asking how likely a customer is to recommend a company on a scale of 0–10. It categorises respondents as Promoters, Passives, or Detractors.
For B2B organisations, NPS provides an easy-to-track indicator of satisfaction and advocacy potential. It’s often correlated with retention, expansion, and referral rates. Regularly collecting and analysing NPS feedback helps identify at-risk accounts early and improve customer experience across the lifecycle.
