NPS Responses
The number of survey responses the current `customers.nps_score` is computed from — the confidence qualifier the board must read alongside any NPS value. Per the NPS methodology (Reichheld/Bain), a score from a small or unrepresentative sample is unreliable; surfacing the response count lets the board discount low-n scores. Common pitfall: celebrating (or alarming at) an NPS swing that is actually a sample-size artifact — always read the score and the response count together. — Customers KPI, I'mBoard-authored (editorial tier).
I'mBoard-authored (editorial tier)
No public third-party standard anchors this KPI yet, so I'mBoard authors and maintains the definition — transparently labeled as editorial tier. See the ontology methodology for the published vs editorial tier system and the back-attribution workstream.
Rogue ID: customers.nps_responses
Type: Number
Domain: Customers
Definition
The number of survey responses the current customers.nps_score is computed from — the confidence qualifier the board must read alongside any NPS value. Per the NPS methodology (Reichheld/Bain), a score from a small or unrepresentative sample is unreliable; surfacing the response count lets the board discount low-n scores. Common pitfall: celebrating (or alarming at) an NPS swing that is actually a sample-size artifact — always read the score and the response count together.
Formula
Count of completed survey responses behind the period's NPS score. Response rate = nps_responses ÷ customers surveyed.Why it matters
The confidence denominator under NPS — an NPS based on <50 responses or <10% response rate should be flagged low-confidence rather than trended.
How to interpret
Read with customers.nps_score and customers.nps_trend. A trend across periods with materially different response counts may be measurement noise, not a real movement.
Related KPIs
customers.nps_scorecustomers.nps_trend
Source
I'mBoard editorial — authored and maintained by I'mBoard, first published 2026-04-01. No third-party standard is cited for this KPI; when one emerges, the definition is back-attributed and promoted to the published tier (a minor version bump). Read the ontology methodology for the published vs editorial tier system, attribution rules, and dispute process.
Stage relevance
| Company stage | Priority |
|---|---|
| Series A | Recommended |
| Series B | Recommended |
| Series C+ | Recommended |
| Public | Recommended |
Suggested for stages: Series A, Series B, Series C+, Public.
Default owning functions
- Product
- Sales
Machine-readable
- This KPI as JSON:
/api/ontology/customers/nps_responses.json - All Customers KPIs:
/api/ontology/customers.json - Full catalog:
/api/ontology/index.json
New Customers Added
Count of net-new customer logos acquired during the period (excludes expansion of existing accounts and re-activated churned logos unless they signed a fresh contract). The board reads this alongside `customers.customers_churned` to derive the net logo change and alongside `customers.prior_quarter_total_customers` to reconcile the logo bridge (prior total + new − churned = current total). Common pitfall: counting signed-but-not-yet-live logos here while counting them as live in `customers.total_customers` — keep the activation cut-off consistent across both. — Customers KPI, I'mBoard-authored (editorial tier).
NPS Score
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. — Customers KPI anchored to Retently NPS Benchmarks 2025.