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Net Promoter Score

A customer loyalty metric that gauges how likely people are to recommend a companys products or services to others, summarized into a single score from a simple survey question.

Key Points

  • Based on one survey question: 'How likely are you to recommend us?' rated from 0 to 10.
  • Responses are grouped as Detractors (0-6), Passives (7-8), and Promoters (9-10).
  • NPS = percent Promoters minus percent Detractors; the result ranges from -100 to +100.
  • Used to track customer sentiment and guide product or service improvements over time.

Example

After an agile release, the team surveys 200 customers. They receive 90 Promoters, 70 Passives, and 40 Detractors. NPS = (90/200*100) - (40/200*100) = 45 - 20 = 25. The team reviews Detractor feedback to prioritize fixes in the next sprint.

PMP Example Question

Which measure captures how likely customers are to recommend a product or service and is calculated as the percentage of Promoters minus the percentage of Detractors?

  1. Customer Satisfaction (CSAT)
  2. Net Promoter Score
  3. Earned Value
  4. Schedule Performance Index

Correct Answer: B — Net Promoter Score

Explanation: NPS specifically measures likelihood to recommend and is computed as percent Promoters minus percent Detractors, yielding a score from -100 to +100.

Advanced Project Management — Measuring Project Performance

Move beyond guesswork and status reporting. This course helps you measure real progress, spot problems early, and make confident decisions using proven project performance techniques. If you manage complex projects and want clearer visibility and control, this course is built for you.

This is not abstract theory. You’ll work step by step through Earned Value Management (EVM), learning how cost, schedule, and scope come together to show true performance. You’ll build a solid foundation in EVM concepts, understand why formulas work, and learn how performance data actually supports leadership decisions.

You’ll master Work Breakdown Structures (WBS), control accounts, and budget baselines, then apply core EVM metrics like EAC, TCPI, and variance analysis. Through a detailed real-world example, you’ll forecast outcomes, analyze trends, and understand contingencies and management reserves with confidence.

Learn how experienced project managers monitor performance, communicate results clearly, and take corrective action before projects slip. With practical exercises and hands-on analysis, you’ll be ready to apply EVM immediately. Enroll now and start managing performance with clarity and control.



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