Net Promoter Score (NPS) is a customer loyalty metric based on one question: 'How likely are you to recommend our product to a friend or colleague?' on a 0-10 scale. Respondents are categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). NPS = % Promoters - % Detractors.
NPS is a useful top-line metric but has limitations for product teams. It tells you that customers are happy or unhappy — but not why. That's where qualitative feedback management fills the gap. When NPS scores correlate with specific feature themes or sentiment trends, product teams get actionable signals.
For example: if NPS drops and sentiment analysis shows growing frustration with 'mobile experience,' you know exactly where to focus. Similarly, tracking NPS by customer segment alongside feature request themes reveals which improvements will move the loyalty needle most.
FeatureSay's Voice of Customer and sentiment analysis complement NPS programs by providing the 'why' behind the score — turning a single number into a rich, actionable understanding of customer sentiment.