{
  "rogueId": "customers.nps_score",
  "slug": "nps_score",
  "domain": "customers",
  "defaultLabel": "NPS Score",
  "description": "Net Promoter Score — % of survey respondents who are promoters (score 9–10) minus % detractors (0–6), passives (7–8) excluded. Per the original NPS methodology (Reichheld, Bain & Company, 2003). The score ranges from −100 to +100. The board reads NPS as one read on product-market fit and word-of-mouth potential, not as a precise customer-loyalty measurement — the methodology is well-known for being sensitive to sample bias, response rate, and survey timing. Common pitfall: comparing NPS across companies without normalizing for industry — B2B SaaS NPS distributions sit much higher than consumer-app NPS, and the absolute number means little without a peer cohort.",
  "fieldType": "number",
  "unit": null,
  "maturity": "general",
  "suggestedForStages": [
    "seriesA",
    "seriesB",
    "seriesC",
    "public"
  ],
  "defaultOwningFunctions": [
    "Product",
    "Sales"
  ],
  "stageRelevance": {
    "seriesA": "core",
    "seriesB": "core",
    "seriesC": "recommended",
    "public": "recommended"
  },
  "definitionSource": {
    "tier": "published",
    "sourceName": "Retently NPS Benchmarks 2025",
    "sourceUrl": "https://www.retently.com/blog/good-net-promoter-score/",
    "sectionRef": "NPS Benchmarks",
    "publicationDate": "2025-01-01",
    "attributionNotice": null
  },
  "benchmark": {
    "p25": 20,
    "median": 36,
    "p75": 50,
    "unit": "count",
    "sourceName": "Retently NPS Benchmarks 2025",
    "sourceYear": "2025",
    "higherIsBetter": true
  },
  "formula": "NPS = (% promoters, score 9–10) − (% detractors, score 0–6). Passives (7–8) are excluded from both. Range: −100 to +100. Per Bain & Company / Reichheld NPS methodology (HBR 2003, \"The One Number You Need to Grow\").",
  "whyItMatters": "A coarse-grained directional read on customer affection and word-of-mouth potential. Sustained movement (especially regressions) is the signal the board should focus on, not absolute values — the methodology is too noisy for fine comparisons across companies.",
  "interpretationGuidance": "Per Retently NPS Benchmarks 2025, B2B SaaS NPS medians by industry cluster around the +30 to +50 band, with top-quartile +50 to +70. Translate scores to categories: −100 to 0 = needs work, 0–30 = good, 30–70 = great, 70–100 = excellent — these category bands are widely circulated industry folk-wisdom (Bain does not publish strict thresholds). Always pair the score with sample size and response rate; an NPS based on <50 responses or <10% response rate should be flagged as low-confidence.",
  "relatedKpiIds": [
    "customers.nps_trend",
    "customers.retention_insights",
    "customers.churn_risks",
    "customers.key_initiatives"
  ]
}