# 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.

_Category: Metrics · Updated 2026-08-15 · By Elizabeth Davis_

Source: https://happyreplies.com/glossary/net-promoter-score

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.

## FAQ

### 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.

## Related terms

- https://happyreplies.com/glossary/review-gating
- https://happyreplies.com/glossary/csat
- https://happyreplies.com/glossary/review-solicitation