{"id":14507,"date":"2025-08-02T06:23:36","date_gmt":"2025-08-02T06:23:36","guid":{"rendered":"https:\/\/userpilot.com\/blog\/product-nps\/"},"modified":"2026-04-01T07:09:44","modified_gmt":"2026-04-01T07:09:44","slug":"product-nps","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/product-nps\/","title":{"rendered":"What is Product NPS and Why Should Product Managers Care?"},"content":{"rendered":"<p data-block-id=\"ddmqa\">\u200bProduct NPS has a reputation for SaaS <a href=\"https:\/\/userpilot.com\/role\/product-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">product managers<\/a>, and it&#8217;s not always a positive one. Years after the initial boom, many treat it as a vanity metric or overlook it.<\/p>\n<p data-block-id=\"do5m7\">But here at <a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a>, we treat it as a core part of our offering, and always include it in our product strategy. That&#8217;s because, when combined with other metrics, NPS helps us accurately track sentiment towards our product and segment our user base. And that enables us to make more accurate product design decisions, spot early churn signals, and provide our users with personalized experiences.<\/p>\n<p data-block-id=\"2se45\">In this article, I&#8217;ll explain how to design high-quality product <a href=\"https:\/\/userpilot.com\/blog\/types-of-nps-surveys\/\">NPS surveys and<\/a> share tips on how to use the collected data for better product design.<\/p>\n<h2 id=\"b9t22\" data-block-id=\"b9t22\">What is product NPS?<\/h2>\n<p data-block-id=\"5dd6k\">At its core, the Product Net Promoter Score (NPS) <a href=\"https:\/\/userpilot.com\/blog\/how-to-measure-customer-satisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\">measures customer satisfaction<\/a> and loyalty tied to your product. Its goal is to track customers&#8217; readiness to promote a product to their colleagues.<\/p>\n<p data-block-id=\"3kelo\">\u200bFred Reichheld introduced the Product NPS in his 2003 Harvard Business Review article, &#8220;The One Number You Need to Grow,&#8221; as the most reliable predictor of customer satisfaction.<\/p>\n<p data-block-id=\"76vgc\">Every NPS survey starts with a simple question: &#8220;On a scale of 0 to 10, how likely are you to recommend [our product] to a friend or colleague?&#8221;. Based on their responses, users are categorized into three groups:<\/p>\n<ul>\n<li><strong>Promoters (9-10):<\/strong> These are your product&#8217;s evangelists. They&#8217;re <a href=\"https:\/\/userpilot.com\/blog\/power-users\/\" target=\"_blank\" rel=\"noopener noreferrer\">highly engaged power users<\/a> who find value in your product and are likely to refer it to others.<\/li>\n<li><strong>Passives (7-8):<\/strong> They&#8217;re satisfied, but not enthusiastic customers. They are &#8216;fence-sitters,&#8217; who may use a few features, but are not deeply committed. As a result, they can be easily swayed by a competitor.<\/li>\n<li><strong>Detractors (0-6):<\/strong> These are unhappy customers. They see your product\u2019s flaws, are <a href=\"https:\/\/userpilot.com\/blog\/churn-prediction\/\" target=\"_blank\" rel=\"noopener noreferrer\">likely to churn<\/a>, and may even discourage others from signing up.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/net-promoter-score_4eb9f712fd0bd3061104bb6aba14716e_800.jpg 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/net-promoter-score_4eb9f712fd0bd3061104bb6aba14716e_800.jpg 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/net-promoter-score_4eb9f712fd0bd3061104bb6aba14716e_800.jpg\" alt=\"net promoter score\" \/><\/picture><figcaption>NPS survey point scale<\/figcaption><\/figure>\n<h2 id=\"9vqk0\" data-block-id=\"9vqk0\">How do you calculate Net Promoter Score (NPS)?<\/h2>\n<p data-block-id=\"ctisa\">To <a href=\"https:\/\/userpilot.com\/blog\/how-to-calculate-nps\/\" target=\"_blank\" rel=\"noopener noreferrer\">calculate the NPS score<\/a>, subtract the percentage of detractors from that of promoters. You\u2019ll get a score between -100 and +100.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/product-nps-calculation_9419b3530d3e5e171e2c9da68d3c1941_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/product-nps-calculation_9419b3530d3e5e171e2c9da68d3c1941_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/product-nps-calculation_9419b3530d3e5e171e2c9da68d3c1941_800.png\" alt=\" NPS calculation\" \/><\/picture><figcaption>NPS calculation.<\/figcaption><\/figure>\n<p data-block-id=\"8bgks\">For example, assume your NPS survey has 80 responses, with 50 promoters and 10 <a href=\"https:\/\/userpilot.com\/blog\/nps-detractors-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">detractors<\/a>. Your NPS score will be:<\/p>\n<pre data-block-id=\"br5nm\"><code class=\"\">62.5 (% Promoters) - 12.5 (% Detractors) = 50<\/code><\/pre>\n<p data-block-id=\"djpo9\">As a rule of thumb, higher scores indicate greater customer satisfaction and loyalty.<\/p>\n<h2 id=\"5to3k\" data-block-id=\"5to3k\">Why is NPS important for product managers?<\/h2>\n<p data-block-id=\"b9ofu\">Although the product NPS is mostly popular in the context of marketing or customer success, our product team finds it useful for design and analytics purposes. Here\u2019s how NPS helps:<\/p>\n<ul>\n<li><strong>Measures general product satisfaction and stickiness:<\/strong> A high NPS score often correlates with a good <a href=\"https:\/\/userpilot.com\/blog\/product-market-fit-framework\/\" target=\"_blank\" rel=\"noopener noreferrer\">product-market fit<\/a>. This indicates high <a href=\"https:\/\/userpilot.com\/blog\/product-adoption\/\">product adoption and<\/a> engagement.<\/li>\n<li><strong>Provides context to product data:<\/strong> Promoters can help you understand which features and experiences resonate the most with users. Detractors can help you identify critical missing features or bugs with the most impact on user satisfaction.<\/li>\n<li><strong>Inspires user-centric design:<\/strong> Regularly reviewing and acting on the NPS score keeps users at the center of your product decisions. Making the product even better for satisfied customers and fixing friction points for dissatisfied ones <a href=\"https:\/\/userpilot.com\/blog\/how-to-improve-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">improves the customer experience<\/a>.<\/li>\n<\/ul>\n<h2 id=\"12llk\" data-block-id=\"12llk\">How do you design an NPS survey to get accurate data?<\/h2>\n<p data-block-id=\"b6qk1\">Here are a few best practices for designing NPS surveys that will ensure NPS data accuracy and usefulness:<\/p>\n<h3 id=\"97upa\" data-block-id=\"97upa\">Add open-ended questions to your survey<\/h3>\n<p data-block-id=\"5kt1a\">Always include an <a href=\"https:\/\/userpilot.com\/blog\/nps-follow-up-question\/\" target=\"_blank\" rel=\"noopener noreferrer\">open-ended follow-up question<\/a> after the NPS question. It will help you identify the &#8220;why&#8221; behind the NPS score.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/nps-follow-up-questions_32a306d0aef9d8d6316a810a3d55b07a.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/nps-follow-up-questions_32a306d0aef9d8d6316a810a3d55b07a.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/nps-follow-up-questions_32a306d0aef9d8d6316a810a3d55b07a.gif\" alt=\"nps follow-up questions\" \/><\/picture><figcaption>Follow-up questions explain numerical scores.<\/figcaption><\/figure>\n<p data-block-id=\"8cf51\">This qualitative data tells you exactly what to prioritize. It shows you what promoters love, which can shape your go-to-market strategy, and reveals what detractors dislike.<\/p>\n<p data-block-id=\"934jq\"><strong>\ud83d\udca1 Pro tip:<\/strong> Use survey branching and logic to ask different questions to each NPS group. For example, you can ask Promoters about <a href=\"https:\/\/userpilot.com\/blog\/feature-request\/\" target=\"_blank\" rel=\"noopener noreferrer\">their ideas for new product features<\/a> or request them to rate or refer your product. As for passives and detractors, you can ask what you could do to improve.<\/p>\n<figure class=\"image strchf-type-image undefined strchf-size-undefined strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/28762224-5822-4d8c-b62c-2c351e333b9bpng_e7418240d5ca3e683ef3c236fa7dc817_800.jpg 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/28762224-5822-4d8c-b62c-2c351e333b9bpng_e7418240d5ca3e683ef3c236fa7dc817_800.jpg 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/28762224-5822-4d8c-b62c-2c351e333b9bpng_e7418240d5ca3e683ef3c236fa7dc817_800.jpg\" alt=\"product nps branching logic\" \/><\/picture><figcaption>Implementing a simple branching logic in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"d4kp4\" data-block-id=\"d4kp4\">Collect data from the right users<\/h3>\n<p data-block-id=\"fo14c\">To capture relevant feedback, you need to target the right user groups.<\/p>\n<p data-block-id=\"8fmdt\">For example, NPS survey answers from users who have just signed up won\u2019t be actionable since they haven\u2019t gotten acquainted with your app yet.<\/p>\n<p data-block-id=\"bhhki\">Similarly, sometimes I want to <a href=\"https:\/\/userpilot.com\/blog\/how-to-measure-customer-satisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\">measure customer satisfaction<\/a> within a smaller group (power users, paying customers, or users with a <a href=\"https:\/\/userpilot.com\/blog\/jobs-to-be-done-template\/\" target=\"_blank\" rel=\"noopener noreferrer\">specific JTBD<\/a>) to focus on just one segment.<\/p>\n<p data-block-id=\"es4h6\">You can make your NPS surveys more targeted with segmentation and custom conditions. In Userpilot, I can target users who meet specific criteria using pre-existing or newly set up segments.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/segmentation-in-userpilot_dd2bec4a72aee26b5fe23d532f3db790_800.png 1x, https:\/\/images.storychief.com\/account_6827\/segmentation-in-userpilot_dd2bec4a72aee26b5fe23d532f3db790_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/segmentation-in-userpilot_dd2bec4a72aee26b5fe23d532f3db790_800.png 1x, https:\/\/images.storychief.com\/account_6827\/segmentation-in-userpilot_dd2bec4a72aee26b5fe23d532f3db790_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/segmentation-in-userpilot_dd2bec4a72aee26b5fe23d532f3db790_800.png\" alt=\"User segmentation in Userpilot.\" \/><\/picture><figcaption>User segmentation in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"48mmb\" data-block-id=\"48mmb\">Combine transactional and relationship NPS survey types<\/h3>\n<p data-block-id=\"80h85\">The context in which a survey appears is crucial. You must first decide the overarching goal of your product NPS survey before choosing when and where to launch it.<\/p>\n<p data-block-id=\"35jkr\">There are two types of NPS surveys:<\/p>\n<h4 id=\"608f\" data-block-id=\"608f\">Transactional NPS surveys (tNPS)<\/h4>\n<p data-block-id=\"ci7rb\">These NPS surveys trigger after a specific interaction or touchpoint in the <a href=\"https:\/\/userpilot.com\/blog\/how-to-analyze-the-customer-journey\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer journey<\/a> (e.g., after a user completes a task, interacts with a new feature, or speaks with customer support).<\/p>\n<p data-block-id=\"87qp8\"><a href=\"https:\/\/userpilot.com\/blog\/tnps-transactional-net-promoter-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">Transactional NPS<\/a> checks how the user feels about the experience while it is still fresh in their mind. The survey is contextual, usually displayed as an in-app microsurvey.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-tnps-survey_12be6c4e434cfbe7eeced1da4e0ccd2b_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-tnps-survey_12be6c4e434cfbe7eeced1da4e0ccd2b_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-tnps-survey_12be6c4e434cfbe7eeced1da4e0ccd2b_800.png\" alt=\"Designing a tNPS survey in Userpilot.\" \/><\/picture><figcaption>Designing a tNPS survey in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p data-block-id=\"2ut1k\">Although transactional NPS surveys don\u2019t run in regular intervals, it&#8217;s still advisable to repeat them to track your progress, e.g., after major feature improvements.<\/p>\n<h4 id=\"a71n2\" data-block-id=\"a71n2\">Relationship NPS surveys<\/h4>\n<p data-block-id=\"93eok\">These NPS surveys are sent periodically (e.g., biannually or quarterly) to a broad segment of your active user base. They&#8217;re ideal for <a href=\"https:\/\/userpilot.com\/blog\/measure-customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\">gauging customer loyalty<\/a> and sentiment toward your product over time, and they work great for benchmarking.<\/p>\n<p data-block-id=\"ee6ed\">You can send them inside your app or as email surveys, but for SaaS products, in-app surveys tend to have higher response rates.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-nps-survey_69247508680001cb43d11d1249b39def_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-nps-survey_69247508680001cb43d11d1249b39def_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-nps-survey_69247508680001cb43d11d1249b39def_800.png\" alt=\"A standard relationship NPS survey.\" \/><\/picture><figcaption>A standard relationship NPS survey.<\/figcaption><\/figure>\n<p data-block-id=\"76bo\">Use both surveys strategically to get the complete picture. Transactional NPS will help you pinpoint immediate issues, working similarly to a <a href=\"https:\/\/userpilot.com\/blog\/csat-survey-template\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction score<\/a>. On the other hand, relationship NPS will help you understand the broader sentiment around your product strategy.<\/p>\n<h3 id=\"91r0o\" data-block-id=\"91r0o\">Send NPS surveys regularly<\/h3>\n<p data-block-id=\"naqh\">Comparing NPS scores over time reveals trends in customer sentiment, helping you validate your product iterations and identify sentiment shifts early. This is especially true for relationship NPS.<\/p>\n<p data-block-id=\"fd94a\">Userpilot lets me automate the process and set up a regular cadence. With frequency settings, I can define when a survey should repeat after the last response.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/product-nps-frequency-settings-in-userpilot_ca5a7365576467147e77419bbb69d8d4_800.png 1x, https:\/\/images.storychief.com\/account_6827\/product-nps-frequency-settings-in-userpilot_ca5a7365576467147e77419bbb69d8d4_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/product-nps-frequency-settings-in-userpilot_ca5a7365576467147e77419bbb69d8d4_800.png 1x, https:\/\/images.storychief.com\/account_6827\/product-nps-frequency-settings-in-userpilot_ca5a7365576467147e77419bbb69d8d4_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/product-nps-frequency-settings-in-userpilot_ca5a7365576467147e77419bbb69d8d4_800.png\" alt=\"Defining NPS frequency in Userpilot.\" \/><\/picture><figcaption>Defining NPS frequency in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h2 id=\"dnbph\" data-block-id=\"dnbph\">How smart product managers use the product NPS score to build better products<\/h2>\n<p data-block-id=\"35g28\">Let\u2019s see how to ensure the data you collected isn\u2019t just stuck between reports, but actually supports your product team\u2019s work.<\/p>\n<h3 id=\"1gb9r\" data-block-id=\"1gb9r\">Track NPS score with the NPS dashboard<\/h3>\n<p data-block-id=\"8s8uf\">Your NPS scores should be easy to access and analyze. If you keep them in a separate spreadsheet and never cross-reference them with other product metrics, they\u2019re unlikely to make a difference for your product design decisions.<\/p>\n<p data-block-id=\"76vdu\">Use a <a href=\"https:\/\/userpilot.com\/blog\/nps-dashboard\/\" target=\"_blank\" rel=\"noopener noreferrer\">dedicated NPS dashboard<\/a> to organize scores, visualize trends, and track changes. Here\u2019s what it looks like in Userpilot:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-nps-dashboard_4fb7abb713228ce405ebebc61b936268_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-nps-dashboard_4fb7abb713228ce405ebebc61b936268_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-nps-dashboard_4fb7abb713228ce405ebebc61b936268_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-nps-dashboard_4fb7abb713228ce405ebebc61b936268_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-nps-dashboard_4fb7abb713228ce405ebebc61b936268_800.png\" alt=\"Userpilot's NPS dashboard overview.\" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>&#8216;s NPS dashboard overview.<\/figcaption><\/figure>\n<p data-block-id=\"brus1\">A dashboard enables you to track the NPS score, number of responses, and response rate in one convenient location. You can also see a breakdown of responses for the open-ended questions, as well as filter and tag them for better organization.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/qualitative-responses-in-userpilot_3e4248d80c44f51f055a9caa1e174771_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/qualitative-responses-in-userpilot_3e4248d80c44f51f055a9caa1e174771_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/qualitative-responses-in-userpilot_3e4248d80c44f51f055a9caa1e174771_800.png\" alt=\"NPS response breakdown showing both the selected scores and answers to open-ended questions.\" \/><\/picture><figcaption>NPS response breakdown showing both the selected scores and answers to open-ended questions.<\/figcaption><\/figure>\n<h4 id=\"8q1u0\" data-block-id=\"8q1u0\">Analyze NPS history to find benchmarks and changes in customer loyalty<\/h4>\n<p data-block-id=\"28llj\">In Userpilot, you can compare historical NPS scores to spot changing customer sentiment and track evolving customer feedback. You can view this data for all users or a selected segment for any time frame.<\/p>\n<p data-block-id=\"cd4v1\">Historical NPS data points help me stay proactive, making it easier to avert a crisis. For example, if we launched a <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-flow\/\" target=\"_blank\" rel=\"noopener noreferrer\">new onboarding flow<\/a> last month and the detractor percentage suddenly dropped, the data supports the hypothesis that the launch was successful.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/nps-historical-score_dbaf139062bee7664f68cad4883a1d1c_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/nps-historical-score_dbaf139062bee7664f68cad4883a1d1c_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/nps-historical-score_dbaf139062bee7664f68cad4883a1d1c_800.png\" alt=\"Tracking historical NPS scores in Userpilot.\" \/><\/picture><figcaption>Tracking historical NPS scores in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h4 id=\"60p4h\" data-block-id=\"60p4h\">Tag NPS responses for clearer analysis<\/h4>\n<p data-block-id=\"er68\">An NPS dashboard lets you tag qualitative responses to organize and group open-ended answers.<\/p>\n<p data-block-id=\"6cs12\">For instance, I can use a &#8220;Missing feature suggestions&#8221; tag for any new ideas or complaints to <a href=\"https:\/\/userpilot.com\/blog\/how-to-identify-customer-pain-points\/\" target=\"_blank\" rel=\"noopener noreferrer\">identify common pain points<\/a>. Or, I can tag feedback based on user groups, such as &#8220;Usability Testing Participant&#8221; or &#8220;Enterprise User.&#8221;<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-nps-tagging_d4d9e651f139840c04cba3a232b7fe46.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-nps-tagging_d4d9e651f139840c04cba3a232b7fe46.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-nps-tagging_d4d9e651f139840c04cba3a232b7fe46.gif\" alt=\"userpilot nps tagging\" \/><\/picture><figcaption>Response tagging in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"3rcb4\" data-block-id=\"3rcb4\">Build NPS user segments and compare them with product usage and behavioral data<\/h3>\n<p data-block-id=\"dmfb4\">The product NPS score is most powerful when combined with key <a href=\"https:\/\/userpilot.com\/blog\/product-usage-metrics\/\" target=\"_blank\" rel=\"noopener noreferrer\">product usage data<\/a>.<\/p>\n<p data-block-id=\"2gai7\">I create dynamic segments of promoters, passives, and detractors. Then, I use these segments to analyze the product and behavioral data.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-detractors-segment_01ddb331ec76fee46a106eaa76cc282c_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-detractors-segment_01ddb331ec76fee46a106eaa76cc282c_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-detractors-segment_01ddb331ec76fee46a106eaa76cc282c_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-detractors-segment_01ddb331ec76fee46a106eaa76cc282c_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-detractors-segment_01ddb331ec76fee46a106eaa76cc282c_800.png\" alt=\"Creating an NPS Detractors segment in Userpilot.\" \/><\/picture><figcaption>Creating an NPS Detractors segment in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p data-block-id=\"dbfiq\">Note that this combined analysis will be much easier if you track the product and NPS data with a single tool like Userpilot. Otherwise, you&#8217;ll need to find a way to integrate all your datasets.<\/p>\n<p data-block-id=\"67n1a\">When integrated, you\u2019ll be able to:<\/p>\n<ul>\n<li><a href=\"https:\/\/userpilot.com\/blog\/happy-path\/\" target=\"_blank\" rel=\"noopener noreferrer\">Define a happy path<\/a> for your product based on the activities of loyal customers. Identify the chain of events that led them to the activation point.<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/user-path-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">Track the most common path<\/a> for detractors to see which ones lead to dissatisfaction, or use session replays to identify friction points.<\/li>\n<li>Compare the in-app behavior patterns of promoters and detractors with the same JTBDs to identify the differences in their experience.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/nps-promoters-path-analysis_3f734ef85eb8252c3343924223fdc0b6_800.png 1x, https:\/\/images.storychief.com\/account_6827\/nps-promoters-path-analysis_3f734ef85eb8252c3343924223fdc0b6_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/nps-promoters-path-analysis_3f734ef85eb8252c3343924223fdc0b6_800.png 1x, https:\/\/images.storychief.com\/account_6827\/nps-promoters-path-analysis_3f734ef85eb8252c3343924223fdc0b6_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/nps-promoters-path-analysis_3f734ef85eb8252c3343924223fdc0b6_800.png\" alt=\"Conducting path analysis for Promoters in Userpilot.\" \/><\/picture><figcaption>Conducting path analysis for Promoters in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"509se\" data-block-id=\"509se\">Use NPS scores and answers to improve product adoption and customer experience<\/h3>\n<p data-block-id=\"1re7u\">NPS responses, including the qualitative responses, should shape your product roadmap and inspire your product design process. You can:<\/p>\n<ul>\n<li>Improve and fix features that detractors mention in NPS surveys, or those you identify as <a href=\"https:\/\/userpilot.com\/blog\/customer-dissatisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\">causes of dissatisfaction<\/a> during your analysis.<\/li>\n<li>Prioritize features requested by the majority of promoters.<\/li>\n<li>Use the knowledge of the promoters\u2019 happy paths to improve existing UX and build new features based on that logic.<\/li>\n<li>Improve the in-app experience with data-driven engagement features.<\/li>\n<\/ul>\n<p data-block-id=\"6p017\">For instance, if you notice that promoters derive lots of value from particular app features that your detractors don&#8217;t use, modify your <a href=\"https:\/\/userpilot.com\/blog\/product-adoption-strategy\/\">product adoption strategy<\/a> accordingly.<\/p>\n<p data-block-id=\"3cf9f\">One way to do that is by designing <a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthroughs-improve-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">interactive walkthroughs<\/a> that educate relevant user segments about the features.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/tooltips-walkthrough-tour-disengaged-users_88e7c4543e6c53d34e6705fbda1b9d54.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/tooltips-walkthrough-tour-disengaged-users_88e7c4543e6c53d34e6705fbda1b9d54.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/tooltips-walkthrough-tour-disengaged-users_88e7c4543e6c53d34e6705fbda1b9d54.gif\" alt=\"disengaged users walkthrough\" \/><\/picture><figcaption>Use interactive walkthroughs to guide adoption.<\/figcaption><\/figure>\n<h3 id=\"e78sv\" data-block-id=\"e78sv\">Look at a high NPS score as an opportunity<\/h3>\n<p data-block-id=\"8hdgu\">A high number of promoters is an opportunity to leverage them for further product growth. Here\u2019s how you can do it:<\/p>\n<ul>\n<li><strong>Recruit beta testers:<\/strong> Grant promoters early access to new features as part of a <a href=\"https:\/\/userpilot.com\/blog\/beta-testing-feedback-form-template-best-practices-and-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">beta testing group<\/a>. Their deep understanding of your product and positive sentiment make their feedback useful during the early development phases.<\/li>\n<li><strong>Build an ideal customer profile:<\/strong> What common characteristics (industry, feature usage, etc.) do your promoters share? Identifying this trait will help you refine your <a href=\"https:\/\/userpilot.com\/blog\/customer-profile-template\/\" target=\"_blank\" rel=\"noopener noreferrer\">ideal customer profile (ICP)<\/a>.<\/li>\n<li><strong>Get <a href=\"https:\/\/userpilot.com\/blog\/customer-advocacy\/\">customer advocacy<\/a>:<\/strong> Promoters are your product&#8217;s biggest fans. I always encourage marketing teams to contact them for testimonials, case studies, and reviews. At the end of your survey, you can encourage them to provide feedback on third-party platforms like G2 or ask them to refer your product.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/nps-promoters-review-request_5799bba1d2063a367050a253c1523c3b_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/nps-promoters-review-request_5799bba1d2063a367050a253c1523c3b_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/nps-promoters-review-request_5799bba1d2063a367050a253c1523c3b_800.png\" alt=\"Turn Promoters into word-of-mouth advocates.\" \/><\/picture><figcaption>Turn Promoters into word-of-mouth advocates.<\/figcaption><\/figure>\n<h2 id=\"7c1ll\" data-block-id=\"7c1ll\">What other metrics are relevant for tracking customer sentiment?<\/h2>\n<p data-block-id=\"felhs\">NPS isn\u2019t an infallible metric, so it works best when combined with other customer satisfaction metrics and tools. Here are others that my product team tracks:<\/p>\n<figure class=\"strchf-table\">\n<table>\n<thead>\n<tr>\n<th><strong>Metric<\/strong><\/th>\n<th><strong>Product-Market Fit Score<\/strong><\/th>\n<th><strong>Customer Effort Score (CES)<\/strong><\/th>\n<th><strong>New referral customers<\/strong><\/th>\n<th><strong>Customer satisfaction score (CSAT)<\/strong><\/th>\n<th><strong>Customer health score<\/strong><\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>Survey question<\/strong><\/td>\n<td>&#8220;How would you feel if you could no longer use [our product]?&#8221;<\/td>\n<td>&#8220;How easy was it to solve [X] problem today?&#8221;&#8221;To what extent do you agree with the statement: [Product] made it easy to handle my issue?&#8221;<\/td>\n<td>&#8220;How did you hear about [our product]?&#8221; (with options like &#8220;Word of Mouth&#8221; or &#8220;Friend\/Colleague&#8221;).<\/td>\n<td>&#8220;How satisfied were you with [this interaction\/your recent experience]?&#8221;<\/td>\n<td>There&#8217;s no single survey question as the customer health score is a composite metric built from various data points.<\/td>\n<\/tr>\n<tr>\n<td><strong>Score scale<\/strong><\/td>\n<td>Very disappointed<br \/>\nSomewhat disappointed<br \/>\nNot disappointed<\/td>\n<td>Typically, a 1-7 scale. 1 = Very Difficult \/ Strongly Disagree and 7 = Very Easy \/ Strongly Agree.<\/td>\n<td>The &#8220;score&#8221; is determined by the percentage of referral responses.<\/td>\n<td>A 1-5, 1-7, or 1-10 scale. 1 = Very dissatisfied and 5\/7\/10 = Very satisfied.<\/td>\n<td>The score scale is subjective. It can be numerical (e.g., 1-100) or categorical (e.g., Healthy\/At-Risk\/Critical).<\/td>\n<\/tr>\n<tr>\n<td><strong>Use case<\/strong><\/td>\n<td>It gauges how essential your product is to its users. The higher the percentage of &#8220;Very disappointed&#8221; responses, the stronger your PMF.<\/td>\n<td>Great for evaluating the ease of a specific interaction or feature usage within your product and support channels.<\/td>\n<td>Unlike NPS, it tracks actual referrals. The higher the percentage of new referral customers, the more loyal your existing customers are.<\/td>\n<td>It tracks user&#8217;s satisfaction with a recent interaction, so it can highlight the strenghts and weaknesses across the customer journey.<\/td>\n<td>It measures whether a customer is healthy (primed <a href=\"https:\/\/userpilot.com\/blog\/upselling\/\">for upselling<\/a>) or at risk of churning.<\/td>\n<\/tr>\n<tr>\n<td><strong>Limitations<\/strong><\/td>\n<td>Best for early-stage products.Requires a decent sample size.Needs a follow-up question to contextualize answers.<\/td>\n<td>Ideal for a specific task, not overall satisfaction or loyalty. It focuses on the ease of an experience, not how delightful it has been.<\/td>\n<td>Difficult to attribute all word-of-mouth referrals without a trackable referral scheme.<\/td>\n<td>A high CSAT for an interaction doesn&#8217;t equal overall or long-term product satisfaction. It&#8217;s also prone to recency bias.<\/td>\n<td>There&#8217;s no universal formula for customer health.<br \/>\nA single score can oversimplify complex customer relationships.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/figure>\n<h2 id=\"255m1\" data-block-id=\"255m1\">Inform product design and build customer loyalty with NPS in Userpilot<\/h2>\n<p data-block-id=\"4fson\">Good NPS data collection can improve product roadmap and design, help you identify your best features and paths, gauge stickiness and loyalty, and power your marketing and referral schemes.<\/p>\n<p data-block-id=\"7u6uk\">With Userpilot, you can launch customized product NPS surveys without code and directly target your desired users. Userpilot also boasts a complete suite of product engagement and insights features, bringing all your data to one place for more insights.<\/p>\n<p data-block-id=\"6kqja\">Want to see how it all works? <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Book a demo today<\/a>!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>At its core, the Product NPS measures customer satisfaction and loyalty tied to your product. Its goal is to track customers&#8217; readiness to promote the product to their mates.<\/p>\n","protected":false},"author":71,"featured_media":285226,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[214],"tags":[1778,86,199,368,370,346,216,455,932],"class_list":["post-14507","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-product-management","tag-csat","tag-customer-satisfaction","tag-nps","tag-nps-metric","tag-nps-score","tag-product-analytics","tag-product-management","tag-saas-kpis","tag-saas-product-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What is Product NPS and Why Should Product Managers Care?<\/title>\n<meta name=\"description\" content=\"Product NPS is a metric used to measure overall customer sentiment. 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