Metrics
Net Promoter Score (NPS)
Net Promoter Score is a loyalty metric derived from one question — how likely you are to recommend, on a 0-10 scale — calculated as the percentage of promoters minus the percentage of detractors.
NPS is a private survey metric, not a public review metric, and confusing the two causes real damage: routing detractors away from public platforms based on their NPS answer is textbook review gating.
As a diagnostic it is useful for trend, weak for absolute benchmarking, and heavily dependent on when in the journey you ask.
In practice
Run NPS if you want a trend line, but keep it entirely separate from your review request, which must go to everyone identically.
Common questions
- Can I ask promoters for a Google review?
- Not selectively. Asking only your promoters is gating. Ask everyone, and run NPS as a separate exercise.