> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.screeb.app/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # The Complete Guide to Understanding, Analyzing, and Improving Your NPS **The Net Promoter Score (NPS) is one of the most powerful indicators for measuring customer satisfaction and loyalty to your product.** Yet many teams struggle to analyze it effectively — and more importantly, to turn it into concrete actions. In this article, we share a comprehensive method for analyzing your NPS, along with best practices and practical tips to help you truly understand what your customers are telling you… and transform that score into a growth driver. [![](https://storage.crisp.chat/users/helpdesk/website/-/7/b/b/e/7bbe9f308c844800/59b15d6a-769f-49a2-b734-df1af4_125hdxw.png)](https://downloads.intercomcdn.com/i/o/f9ft79uz/1613263859/74aaf553e3ac2da62ee295da3c37/Rating+Container.png?expires=1767195000&signature=f692354839ba343d6f2936b94bce928ea5f07d77e68ddc4f6ade3738571925fa&req=dSYmFct4nolaUPMW1HO4zRkpWVrJmPcM481xl3xOq2q9tNCVkMGyhq6Zo3tn%0ApcclFTCX%2BdMXw%2BBH5ZI%3D%0A) --- # What is NPS? The **Net Promoter Score (NPS)** is based on a simple question: *“On a scale from 0 to 10, how likely are you to recommend our product to a colleague or friend?”* Customer responses are categorized as follows: * **Scores 0 to 6** → *Detractors* (dissatisfied customers) * **Scores 7 to 8** → *Passives* (neutral customers) * **Scores 9 to 10** → *Promoters* (loyal customers and potential advocates) [![](https://storage.crisp.chat/users/helpdesk/website/-/f/1/b/9/f1b916f1de266800/b8768935-024b-4651-aa0d-4c9467_1nv0e20.png)](https://downloads.intercomcdn.com/i/o/f9ft79uz/1613120743/2549abd8d26a6908bed3cbb6be72/Capture+d%E2%80%99e%CC%81cran+2025-07-07+a%CC%80+14_47_02.png?expires=1767195000&signature=cc65d4f788e64d29ecaae3671928c6430b630a4b7dc68560ede0e5f7d471d3aa&req=dSYmFch8nYZbWvMW1HO4ze%2BfJBK%2BxUizKiwZOlH2urG2IYyDkaG7VqKSERkh%0ABPNsW%2FhBRurcSJdIIaY%3D%0A) 💡 A good NPS is above **30**, an excellent one is over **50**. Below **0**? That’s a red flag --- # Go Beyond the Raw Score An NPS of 0 to 30 may seem average at first glance — but the score alone says little without context. What really matters is the distribution behind it: * **X promoters** → Great! They love your product. * **X passives** → Lukewarm users, on the edge of dissatisfaction. * **X detractors** → Warning: they might churn… or speak negatively about you # Analyze the Score Distribution A good practice is to visualize the full spread of NPS scores from 0 to 10. * A **peak at 10** → Strong base of loyal fans. * **Low scores between 2–4** → Surprisingly not alarming — they may be isolated. * A **cluster around 5–6** → Red flag: hidden frustration under the surface. --- # Cohort-Based Analysis: The Key to Actionable Insights Segmenting your NPS by user cohorts (e.g. signup month) helps you detect: * The impact of product changes (new features, onboarding, pricing…) * Trends in satisfaction over time **Example:** If your **May 2025 cohort scores 33** and **April is at 14** → what changed? Double down on what worked! --- # What to Do with These Insights? Practical Recommendations ## 🟥 1. Address Detractors (0–6) Goal: identify and resolve friction points. * Analyze verbatim feedback and tag by issue (bug, complexity, support...) * Reach out to key detractors personally * Create a feedback loop between Product, Support, and UX to fix recurring pain points --- ## 🟧 2. Activate Passives (7–8) Goal: turn them into promoters. These users aren't unhappy — they just don’t see enough value *yet*. * Trigger simple nudges: reactivation emails, feature highlights, tailored onboarding * Offer a more personal feedback channel (like a quick 1:1 chat or survey) --- ## 🟩 3. Leverage Promoters (9–10) Goal: turn them into ambassadors. * Invite them to join case studies * Launch referral or ambassador programs * Collect testimonials to boost social proof and trust --- # Your NPS Goal: Build a Continuous Process A great NPS doesn’t just happen — it’s built like a product: * Measure continuously, across key segments and journey moments * Analyze and categorize verbatims * Prioritize actions that either fix pain points or amplify what's working * Share results internally to boost alignment and momentum * Regularly review your NPS targets based on your market and maturity --- # 🗓️ 30-Day NPS Action Plan | Week | Objective | Key Actions | | ---- | | W1 | Analysis & segmentation | Export NPS responses, tag by score, channel, and cohort | | W2 | Detractor actions | Reach out with a calendar survey, log product tickets, fix UX blockers | | W3 | Passive activation | Launch email or in-app campaign with personalized content | | W4 | Promoter activation | Ask for testimonials, share internally, use feedback as social proof | --- # Conclusion NPS is much more than a KPI — it’s a strategic tool for driving customer experience and growth. With a structured, action-oriented approach, you can turn it into a powerful lever for retention, satisfaction, and conversion.