Net Promoter Score

• Post-MVP launch when you have at least 30-50 active users to get statistically meaningful results • After major product updates to measure impact on customer satisfaction and loyalty • Before seeking investment to demonstrate market validation and customer satisfaction metrics • Quarterly or monthly intervals for established products to track satisfaction trends over time • When planning expansion to new markets or customer segments to baseline current satisfaction • After customer support interactions to measure service quality impact on loyalty • Before pricing changes to understand how loyal your current customer base is

1. Design your survey - Create a simple survey with the core NPS question: 'On a scale of 0-10, how likely are you to recommend [product/service] to a friend or colleague?' Add one optional follow-up question asking for the reason behind their score.

2. Select your sample - Choose a representative sample of active users who have used your product for at least 2-4 weeks. Aim for 100+ responses for reliability, but start with your entire user base if smaller.

3. Choose distribution channels - Send surveys via email, in-app notifications, or post-purchase flows. Use tools like Typeform, SurveyMonkey, or built-in product analytics platforms. Time sends for when users are most engaged.

4. Collect responses over 1-2 weeks - Allow sufficient time for responses while the experience is fresh. Send one follow-up reminder to non-respondents after 3-5 days.

5. Calculate your NPS - Categorize responses: Promoters (9-10), Passives (7-8), Detractors (0-6). Calculate NPS = (% Promoters) - (% Detractors). Ignore Passives in the calculation.

6. Analyze qualitative feedback - Review the 'why' responses to understand drivers behind scores. Categorize feedback themes to identify improvement opportunities and strengths.

7. Benchmark your score - Compare against industry standards (varies by sector, but >0 is good, >50 is excellent). More importantly, track changes over time.

8. Create action plan - Address common Detractor concerns, leverage Promoter feedback for marketing, and reach out to Promoters for testimonials or referrals.

Pros

• Highly reliable predictor of business growth and customer retention with strong correlation to revenue • Simple to implement with just one core question that's easy for customers to understand and answer • Industry benchmarks available allowing comparison with competitors and sector standards • Actionable insights from qualitative feedback help prioritize product improvements • Cost-effective method requiring minimal resources while providing maximum insight value

Cons

• Requires substantial user base (50+ active users minimum) for statistically significant results • Cultural bias as scoring patterns vary across different countries and demographics • Lagging indicator that reflects past experiences rather than predicting future behavior • Doesn't identify specific issues without qualitative follow-up questions and analysis • Response bias where only very satisfied or very dissatisfied customers tend to respond