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    Growth & Engagement
    Entry
    Global · Global

    Net Promoter Score(NPS)

    Also called: Net Promoter Score

    TL;DR

    A 0-to-100 customer-loyalty score derived from one question: how likely you are to recommend the product to a friend.

    NPS asks customers, on a 0 to 10 scale, how likely they are to recommend the product. Scores of 9 to 10 are 'promoters', 7 to 8 are 'passives', and 0 to 6 are 'detractors'. NPS = % promoters − % detractors, expressed as an integer between −100 and +100.

    The metric is loved for its simplicity and criticized for its statistical fragility. A high NPS does not always correlate with growth; a low NPS in a growing company can reflect rapid expansion to less-satisfied segments. Use NPS as one signal, not the signal.

    Worked example

    1,400 customers respond to a post-renewal NPS survey: 700 give 9 or 10 (promoters, 50%), 420 give 7 or 8 (passives, 30%), and 280 give 0 to 6 (detractors, 20%). NPS = 50 − 20 = +30, solid for B2B SaaS, with detractor verbatims highlighting onboarding pain.

    Common pitfalls

    • •Treating NPS as a goal instead of a diagnostic.
    • •Comparing NPS across industries with very different baselines.
    • •Surveying happy users only and overstating the score.

    When this shows up in a pitch deck

    The Customer Love slide may cite NPS alongside testimonials. Investors discount it unless paired with retention and revenue evidence.

    Related terms

    Retention Curve

    A chart showing what fraction of a cohort is still active week-by-week or month-by-month after sign-up.

    Viral Coefficient

    The average number of new users each existing user invites who themselves convert into active users.

    Logo Churn

    The percentage of customers (logos) who cancel in a given period, regardless of how much revenue they represented.

    Customer Validation

    Proving that target customers will actually pay for, deploy, and renew a specific solution to the problem you discovered.

    Pitch deck pillar pages

    Long-form deep dives on the slides Net Promoter Score most often shows up on.

    Pitch Deck Traction Slide

    Build a traction slide that proves the business is working: stage-appropriate metrics, the chart shape investors expect, and three failure patterns to avoid.

    Use Net Promoter Score in your next pitch deck

    Deckmetric scores your pitch across 10 VC frameworks and against 8 investor types.