Net Promoter Score (NPS)
A loyalty metric from one question — how likely are you to recommend us — that predicts referrals and repeat work.
Definition
Net Promoter Score is a loyalty measure based on a single question: how likely is a customer to recommend you, on a scale of 0 to 10. Responses are grouped into promoters, passives, and detractors, and the score is the share of promoters minus the share of detractors.
In depth
NPS comes from asking customers to rate, 0 to 10, how likely they are to recommend you. Scores of 9 to 10 are promoters, 7 to 8 are passives, and 0 to 6 are detractors. You subtract the percentage of detractors from the percentage of promoters to get a single number that can range from -100 to +100, giving you a clean read on overall goodwill.
For a residential contractor, NPS is a leading indicator of the word of mouth and online reviews that drive your next jobs. Homeowners who'd recommend you are the same ones who leave five stars and tell their neighbor about the remodel — so a rising score usually shows up later as more referrals and a stronger profile. It also catches problems early: a cluster of detractors flags trouble before it lands as a public one-star review.
The mistake is treating the number as a report card and stopping there. The value is in the follow-up — calling the detractor to make it right, and asking the promoter for a review while they're still glowing. We use NPS as a trigger, routing happy clients toward public customer reviews and unhappy ones toward a fast fix, so the score actually moves your reputation instead of just measuring it.
The formula
NPS = % Promoters − % Detractors Worked example
After 100 finished jobs, a contractor finds 70 promoters, 20 passives, and 10 detractors — an NPS of 60 — and turns those 70 promoters into a steady flow of new reviews.
Reviews & Social Proof
Want this run for you, not just read about?
Turn happy customers into the proof that wins the next one — more reviews, stronger testimonials, and a reputation that sells while you sleep.