{"id":25692,"date":"2026-03-03T22:22:30","date_gmt":"2026-03-03T20:22:30","guid":{"rendered":"https:\/\/pointofnew.at\/glossary\/nps-net-promoter-score\/"},"modified":"2026-03-06T15:36:29","modified_gmt":"2026-03-06T13:36:29","slug":"nps-net-promoter-score","status":"publish","type":"page","link":"https:\/\/pointofnew.at\/en\/glossary\/nps-net-promoter-score\/","title":{"rendered":"NPS (Net Promoter Score)"},"content":{"rendered":"<div style=\"background:#f0f4f8;padding:20px 24px;margin-bottom:32px;border-radius:12px;\">\n<p style=\"font-weight:700;font-size:1.1em;margin-bottom:8px;\">Key Takeaways<\/p>\n<p>The <strong>Net Promoter Score (NPS)<\/strong> is a metric for measuring customer loyalty and willingness to recommend. Customers are asked on a scale of 0-10 how likely they would be to recommend a company. The NPS ranges from -100 to +100 and is one of the most widely used <a href=\"https:\/\/pointofnew.at\/en\/glossary\/kpi-key-performance-indicator\/\">KPIs<\/a> in <a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-success\/\">Customer Success<\/a>. For <a href=\"https:\/\/pointofnew.at\/en\/glossary\/sme-digitization\/\">SMEs<\/a>, it offers a simple yet powerful method to systematically measure <a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-experience-cx\/\">customer satisfaction<\/a>.   <\/p>\n<\/div>\n<nav style=\"background:#fff;border:1px solid #e2e8f0;padding:16px 24px;margin-bottom:32px;border-radius:8px;\">\n<p style=\"font-weight:600;margin-bottom:8px;\">Table of Contents<\/p>\n<ul style=\"list-style:none;padding:0;margin:0;\">\n<li style=\"padding:4px 0;\"><a href=\"#definition\" style=\"text-decoration:none;color:#0e6b99;\">1. Definition: What is the Net Promoter Score?<\/a><\/li>\n<li style=\"padding:4px 0;\"><a href=\"#berechnung\" style=\"text-decoration:none;color:#0e6b99;\">2. Calculating NPS: Formula and Categories<\/a><\/li>\n<li style=\"padding:4px 0;\"><a href=\"#interpretation\" style=\"text-decoration:none;color:#0e6b99;\">3. Interpreting NPS: What is a Good Score?<\/a><\/li>\n<li style=\"padding:4px 0;\"><a href=\"#einsatz\" style=\"text-decoration:none;color:#0e6b99;\">4. Implementing NPS in Your Company<\/a><\/li>\n<li style=\"padding:4px 0;\"><a href=\"#praxisbezug\" style=\"text-decoration:none;color:#0e6b99;\">5. Practical Application: NPS in DACH Mid-sized Businesses<\/a><\/li>\n<li style=\"padding:4px 0;\"><a href=\"#schritt-fuer-schritt\" style=\"text-decoration:none;color:#0e6b99;\">6. Step-by-Step: Setting Up an NPS Program<\/a><\/li>\n<li style=\"padding:4px 0;\"><a href=\"#faq\" style=\"text-decoration:none;color:#0e6b99;\">7. Frequently Asked Questions<\/a><\/li>\n<li style=\"padding:4px 0;\"><a href=\"#verwandte-begriffe\" style=\"text-decoration:none;color:#0e6b99;\">8. Related Terms<\/a><\/li>\n<\/ul>\n<\/nav>\n<h2 id=\"definition\">1. Definition: What is the Net Promoter Score?<\/h2>\n<p>The <strong>Net Promoter Score (NPS)<\/strong> was developed in 2003 by Fred Reichheld and is based on a single question: &#8220;How likely is it that you would recommend our company to a friend or colleague?&#8221; The answer is given on a scale from 0 (very unlikely) to 10 (extremely likely). <\/p>\n<p>The NPS has established itself worldwide as a standard metric for customer loyalty because it is easy to collect, simple to understand, and comparable across industries. It has been proven to correlate with business growth: companies with a high NPS grow faster on average than their competitors. <\/p>\n<p>As a <a href=\"https:\/\/pointofnew.at\/en\/glossary\/kpi-key-performance-indicator\/\">KPI<\/a> in <a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-success\/\">Customer Success<\/a>, NPS is particularly valuable because it not only measures current satisfaction but also the <strong>willingness to actively recommend<\/strong> \u2013 a strong indicator of true customer loyalty and future purchasing behavior.<\/p>\n<h2 id=\"berechnung\">2. Calculating NPS: Formula and Categories<\/h2>\n<p>Based on their rating, customers are divided into three groups:<\/p>\n<ul>\n<li><strong>Promoters (9-10)<\/strong>: Enthusiastic customers who actively recommend and are open to <a href=\"https:\/\/pointofnew.at\/en\/glossary\/upselling\/\">upselling<\/a>.<\/li>\n<li><strong>Passives (7-8)<\/strong>: Satisfied but not enthusiastic customers. They are loyal as long as no better offer comes along. <\/li>\n<li><strong>Detractors (0-6)<\/strong>: Dissatisfied customers with a high <a href=\"https:\/\/pointofnew.at\/en\/glossary\/churn-rate\/\">churn risk<\/a>, who may speak negatively about your company.<\/li>\n<\/ul>\n<p><strong>Formula:<\/strong> NPS = % Promoters \u2212 % Detractors<\/p>\n<p>Example: 60% Promoters, 20% Passives, 20% Detractors \u2192 NPS = 60 \u2212 20 = <strong>+40<\/strong><\/p>\n<p>The score can range from -100 (all customers are Detractors) to +100 (all customers are Promoters).<\/p>\n<h2 id=\"interpretation\">3. Interpreting NPS: What is a Good Score?<\/h2>\n<p>The evaluation of NPS depends on the industry, but as a rough guide:<\/p>\n<ul>\n<li><strong>Below 0<\/strong>: Critical \u2013 more dissatisfied than enthusiastic customers. Immediate action required. <\/li>\n<li><strong>0-30<\/strong>: Good \u2013 solid foundation, but potential for improvement in <a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-experience-cx\/\">Customer Experience<\/a>.<\/li>\n<li><strong>30-70<\/strong>: Very good \u2013 strong customer loyalty and active recommendations.<\/li>\n<li><strong>Above 70<\/strong>: Excellent \u2013 World-class customer experience, strong organic growth.<\/li>\n<\/ul>\n<p>More important than the absolute value is the <strong>trend over time<\/strong>: Is your NPS improving quarter by quarter? Also, use the open follow-up question (&#8220;What is the main reason for your rating?&#8221;) to understand the drivers behind the score. <\/p>\n<h2 id=\"einsatz\">4. Implementing NPS in Your Company<\/h2>\n<h3>4.1 Transactional vs. Relational NPS<\/h3>\n<p><strong>Transactional NPS<\/strong>: Measured after a specific touchpoint (after purchase, after a support call, after a workshop). Measures the quality of individual <a href=\"https:\/\/pointofnew.at\/en\/glossary\/touchpoint\/\">touchpoints<\/a>. <\/p>\n<p><strong>Relational NPS<\/strong>: Collected regularly (quarterly or semi-annually), independent of specific interactions. Measures the overall customer relationship. <\/p>\n<h3>4.2 Closed-Loop Feedback<\/h3>\n<p>NPS only unfolds its full value through the <strong>Closed Loop<\/strong>: every rating is followed up promptly. Detractors receive a personal call back within 48 hours, and Promoters are activated for referral programs. This transforms a metric into an action system.  <\/p>\n<h3>4.3 NPS as an Early Warning System<\/h3>\n<p>Declining NPS values in individual customer segments are an early warning sign of increasing <a href=\"https:\/\/pointofnew.at\/en\/glossary\/churn-rate\/\">churn<\/a>. In combination with the Health Score from <a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-success\/\">Customer Success<\/a>, NPS enables proactive countermeasures. <\/p>\n<h2 id=\"praxisbezug\">5. Practical Application: NPS in DACH Mid-sized Businesses<\/h2>\n<p>For <a href=\"https:\/\/pointofnew.at\/en\/glossary\/mittelstand-innovation\/\">mid-sized companies<\/a>, NPS offers particular advantages:<\/p>\n<ul>\n<li><strong>Simple Implementation<\/strong>: A single question, no elaborate questionnaire \u2013 ideal for <a href=\"https:\/\/pointofnew.at\/en\/glossary\/sme-digitization\/\">SMEs<\/a> with limited resources.<\/li>\n<li><strong>Comparability<\/strong>: Industry benchmarks allow for classification within the <a href=\"https:\/\/pointofnew.at\/en\/glossary\/competitive-analysis\/\">competitive environment<\/a>.<\/li>\n<li><strong>Action-oriented<\/strong>: The open follow-up question provides qualitative feedback that directly feeds into improvements.<\/li>\n<\/ul>\n<p><strong>Practical Example:<\/strong> An <a href=\"https:\/\/pointofnew.at\/en\/glossary\/innovation-consulting\/\">innovation consultancy<\/a> sends an NPS survey after each completed <a href=\"https:\/\/pointofnew.at\/en\/glossary\/innovation-workshop\/\">workshop<\/a>. Promoters are asked for a Google review and LinkedIn recommendation. Detractors receive a personal conversation with the managing director. Result: NPS of +65 and 40% of new customers come through referrals.   <\/p>\n<h2 id=\"schritt-fuer-schritt\">6. Step-by-Step: Setting Up an NPS Program<\/h2>\n<ol>\n<li><strong>Choose a method<\/strong>: Decide between transactional and relational NPS (or both). For starters, relational NPS, collected quarterly, is recommended. <\/li>\n<li><strong>Select a tool<\/strong>: From simple Google Forms surveys to specialized tools (Typeform, Delighted, Retently) \u2013 choose according to your company size.<\/li>\n<li><strong>Formulate the follow-up question<\/strong>: Always complement the NPS question with an open question: &#8220;What is the main reason for your rating?&#8221;<\/li>\n<li><strong>Set up Closed Loop<\/strong>: Define processes for follow-up \u2013 who contacts Detractors? Who activates Promoters? <\/li>\n<li><strong>Collect regularly<\/strong>: Consistent collection rhythms enable trend analyses. Avoid survey fatigue \u2013 maximum quarterly. <\/li>\n<li><strong>Communicate results<\/strong>: Share the NPS and the derived measures with your team. Make <a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-experience-cx\/\">customer satisfaction<\/a> a team task. <\/li>\n<\/ol>\n<div style=\"background:linear-gradient(135deg,#1e3a5f,#2563eb);color:#fff;padding:2rem;border-radius:12px;margin:2rem 0;text-align:center;\">\n<h3 style=\"color:#fff;margin-top:0;\">Systematically increase customer satisfaction?<\/h3>\n<p style=\"font-size:1.1rem;\">We help you set up an NPS-based Customer Success program that makes customer loyalty measurable and drives growth through referrals.<\/p>\n<p><a href=\"https:\/\/pointofnew.at\/en\/business-model-innovation-services\/\" style=\"display:inline-block;background:#fff;color:#1e3a5f;padding:0.75rem 2rem;border-radius:8px;text-decoration:none;font-weight:600;margin-top:0.5rem;\">Request Consultation Now \u2192<\/a>\n<\/div>\n<div itemscope=\"\" itemtype=\"https:\/\/schema.org\/FAQPage\">\n<h2 id=\"faq\">Frequently Asked Questions (FAQ)<\/h2>\n<details itemscope=\"\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" style=\"background:#eaecee;border-radius:8px;margin-bottom:0.75rem;overflow:hidden;\">\n<summary itemprop=\"name\" style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;\">What is a good NPS for B2B companies?<\/summary>\n<div itemscope=\"\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" style=\"padding:0 1.2rem 1rem;color:#2c3e50;\">\n<p itemprop=\"text\">In the B2B sector, an NPS of +30 to +50 is considered very good, and above +50 as excellent. B2B companies tend to have higher NPS values than B2C, as customer relationships are more personal and expectations are more clearly defined. More important than the absolute value is the trend: a rising NPS over several quarters indicates sustainable improvement.  <\/p>\n<\/div>\n<\/details>\n<details itemscope=\"\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" style=\"background:#eaecee;border-radius:8px;margin-bottom:0.75rem;overflow:hidden;\">\n<summary itemprop=\"name\" style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;\">How often should NPS be measured?<\/summary>\n<div itemscope=\"\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" style=\"padding:0 1.2rem 1rem;color:#2c3e50;\">\n<p itemprop=\"text\">For relational NPS, quarterly collection is recommended. More frequent collection can lead to survey fatigue, while less frequent makes trends difficult to identify. Transactional NPS is measured directly after relevant interactions \u2013 for example, after a completed project or a support call.  <\/p>\n<\/div>\n<\/details>\n<details itemscope=\"\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" style=\"background:#eaecee;border-radius:8px;margin-bottom:0.75rem;overflow:hidden;\">\n<summary itemprop=\"name\" style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;\">Is NPS sufficient as the sole customer satisfaction metric?<\/summary>\n<div itemscope=\"\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" style=\"padding:0 1.2rem 1rem;color:#2c3e50;\">\n<p itemprop=\"text\">NPS is an excellent starting point, but it should not be the only metric. Supplement it with operational KPIs such as churn rate, customer lifetime value, and retention rate. The open follow-up question in NPS provides qualitative feedback that contextualizes quantitative data and highlights concrete areas for action.  <\/p>\n<\/div>\n<\/details>\n<details style=\"background:#eaecee;border-radius:8px;padding:0;margin-bottom:0.75rem;\">\n<summary style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;list-style:none;\">How do I improve a low NPS score?<\/summary>\n<div style=\"padding:0 1.2rem 1rem 1.2rem;\">Start by analyzing detractor feedback to identify common pain points, then prioritize quick wins that address the most frequent complaints. Close the loop by contacting detractors directly to understand their issues and show you&#39;re taking action. Many companies see 10-20 point NPS improvements within 6-12 months by focusing on 2-3 critical touchpoints rather than trying to fix everything at once.<\/div>\n<\/details>\n<details style=\"background:#eaecee;border-radius:8px;padding:0;margin-bottom:0.75rem;\">\n<summary style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;list-style:none;\">What is the difference between NPS and CSAT?<\/summary>\n<div style=\"padding:0 1.2rem 1rem 1.2rem;\">NPS measures overall loyalty and likelihood to recommend (long-term relationship indicator), while CSAT (Customer Satisfaction Score) measures satisfaction with a specific interaction or transaction. NPS is typically surveyed quarterly or semi-annually, CSAT right after key moments like purchases or support interactions. Use both: CSAT for operational improvements and NPS for strategic health tracking.<\/div>\n<\/details>\n<\/div>\n<h2 id=\"verwandte-begriffe\">8. Related Terms<\/h2>\n<div style=\"display:flex;flex-wrap:wrap;gap:8px;margin-top:12px;\">\n<a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-success\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Customer Success<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-experience-cx\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Customer Experience<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/churn-rate\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Churn Rate<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/retention\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Retention<\/a><a href=\"\/glossar\/clv\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Customer Lifetime Value (CLV)<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/kpi-key-performance-indicator\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">KPI<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-journey\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Customer Journey<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/touchpoint\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Touchpoint<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/upselling\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Upselling<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/buyer-persona\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Buyer Persona<\/a>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Key Takeaways The Net Promoter Score (NPS) is a metric for measuring customer loyalty and willingness to recommend. Customers are asked on a scale of 0-10 how likely they would&hellip;<\/p>\n","protected":false},"author":1,"featured_media":24529,"parent":25140,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-25692","page","type-page","status-publish","has-post-thumbnail","hentry"],"featured_image_src":"https:\/\/pointofnew.at\/wp-content\/uploads\/2025\/07\/Point-of-New-Business-Model-Innovation-Benedikt-Hasibeder-scaled.png","_links":{"self":[{"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages\/25692","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/comments?post=25692"}],"version-history":[{"count":8,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages\/25692\/revisions"}],"predecessor-version":[{"id":28259,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages\/25692\/revisions\/28259"}],"up":[{"embeddable":true,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages\/25140"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/media\/24529"}],"wp:attachment":[{"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/media?parent=25692"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}