NPS (Net Promoter Score) measures customer loyalty with one question: how likely are you to recommend us, from 0 to 10. Subtract the share of detractors (0 to 6) from the share of promoters (9 to 10) to get a score from -100 to 100. It is a common customer-perspective metric on scorecards and a frequent Key Result.
NPS is popular because it compresses a fuzzy idea, loyalty, into one comparable number that leaders can track over time. As a lagging indicator it pairs well with leading measures, like onboarding completion or support resolution time, that actually move it.
Used carelessly it invites gaming: chasing the score through incentives or survey timing rather than improving the experience behind it. The number is only as honest as the work it reflects, which is why it belongs next to the initiatives meant to raise it, not on a slide by itself.
A customer-perspective Key Result on the Balanced Scorecard: lift NPS from 32 to 50 by year end, driven by the onboarding and support initiatives beneath it.
Vindaris runs OKRs, KPIs, EOS, OGSM, SMART goals, the Balanced Scorecard, and Hoshin Kanri in one place, each goal linked to the traceable work moving it. Start free, no credit card.
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