The Community Glossary

Carefully put together words with more than just boring textbook definitions. Get a deep-dive into the world of community-building through best-practices, real-life examples, explanations, how-tos, and what nots.
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NPS or Net Promoter Score is used to measure the loyalty of a community member or their likelihood of recommending the community to someone else. If you’re ever seen a question like - On a scale of 1 to 10, how likely are you to recommend this service or product - then you’ve encountered an NPS metric.

NPS is usually just one question that’s subtly positioned in forms, surveys, or through other content where people are likely to submit their rating. It’s an effective metric for brand communities as it helps understand customer sentiment with very less effort.  Based on ratings, users or members can be identified into certain categories. The common categories are -

  • Promoters - those who respond with a 9 or 10 and are highly likely to recommend the product openly.
  • Passives - those who respond with a 7 or 8, are happy with the product and might recommend it to friends or colleagues.
  • Detractors - those who respond with anything from 0 to 6, are not very satisfied with the product, and would probably not recommend it to anyone.

NPS is calculated as the difference in the percentage of Promoters and Detractors and is calculated on a scale of  -100 to +100. So, if you have 40% promoters and 30% detractors, your NPS comes out to be +10. Which is what most average companies have seen.

Studies have shown - some organizations reported that communities helped improved their promoter scores by over 10%. This just goes to show that having a community increases the probability of users being more accustomed to the product and also highly likely to recommend it.

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