NPS (Net Promoter Score)
Definition
A measure of client satisfaction and recommendation, obtained by asking the question 'On a scale of 0 to 10, would you recommend our service to someone close to you?'. Score = % of promoters (9-10) − % of detractors (0-6).
Detailed explanation
NPS is the most universally adopted qualitative indicator. Calculation: ask for a score from 0 to 10, then categorise (0-6 detractors, 7-8 passives, 9-10 promoters), NPS = % promoters − % detractors. Scale: < 0 critical, 0-30 acceptable, 30-50 good, > 50 excellent, > 70 exceptional. For a freelancer, measuring NPS systematically after each delivery = 1 sentence in the final email. Detractors signal a relationship risk (to address first), passives a risk of silent churn, promoters an opportunity for referrals and testimonials. A promoter client refers on average 2.5 new clients over 18 months.
Related terms
Put these concepts into practice
Flowayz automates specification, quote and invoice creation for freelancers.
Open my free account →