# What is Net Promoter Score (NPS)?

> How likely customers are to recommend you, scored from −100 to 100.

Canonical: https://www.decimal.app/glossary/net-promoter-score · Last reviewed: 2026-09-23

NPS asks customers how likely they are to recommend a product on a 0–10 scale. Promoters (9–10) minus detractors (0–6), as percentages, gives the score.

## Why it matters

NPS measures the whole relationship, not one ticket. For technical products, slow fixes to recurring bugs are a common driver of detractors, which makes support quality an NPS lever.

## Best practices

1. Follow up with detractors. Read their reasons and check their recent tickets.
2. Link to support data. Compare scores for accounts with and without escalations.
3. Track trend, not snapshots. A single survey is noisy.

## How Decimal helps

Decimal shortens the slow, escalated tickets that tend to create detractors, so fewer customers leave a support interaction frustrated.

## Related terms

- [Customer Satisfaction Score (CSAT)](https://www.decimal.app/glossary/csat): The share of customers who rate a support interaction as good after it closes.
- [Customer Effort Score (CES)](https://www.decimal.app/glossary/customer-effort-score): How hard the customer had to work to get their issue resolved.
- [Voice of the Customer (VoC)](https://www.decimal.app/glossary/voice-of-the-customer): Systematically collecting what customers say, need, and complain about, and routing it to product.

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