NPS is a simple, powerful measure of customer loyalty — one question that tells you how your business is really performing in the eyes of your customers.
"On a scale of 0–10, how likely are you to recommend us to a friend or family member?"
That's it. Developed by Fred Reichheld and Bain & Company in 2003, this single question has become the most widely used customer loyalty metric in the world — used by two-thirds of Fortune 1000 companies.
Each respondent's answer places them into one of three categories:
Loyal, enthusiastic customers who actively recommend your business to others. They drive growth through word of mouth.
Satisfied but not enthusiastic. They're unlikely to spread negative word of mouth, but they could switch to a competitor. With the right attention they often become Promoters.
Unhappy customers who may share negative experiences with others. They're the most at risk of churning — and the most important group to follow up with.
Ask customers the Ultimate Question after a service interaction.
Count what % of respondents are Promoters (9–10) and what % are Detractors (0–6). Passives (7–8) are not included in the calculation.
Your score can range from −100 (all detractors) to +100 (all promoters).
100 responses · 60 Promoters · 25 Passives · 15 Detractors
NPS = 60% − 15% = +45
Any positive score means you have more Promoters than Detractors — that's a good start.
For service businesses, industry benchmarks typically sit between 30–50. Consistently measuring over time matters more than any single score.
SpinStr includes a built-in NPS survey and dashboard for every location. Customers are asked a short survey after their visit, and results are aggregated in real time for your team to review and act on.