Net Promoter Score Explained: The One Question That Measures Loyalty

Net Promoter Score is one of the most popular customer loyalty metrics in the world — built on a single question. But what does it really tell you, and where does it fall short? In this video, I break NPS down using a food delivery app example: how the question works, how the score is calculated, how to run it, and how to read it honestly. By the end, you'll understand: ✅ The one question NPS is built on, and the 0–10 scale ✅ Promoters, Passives, and Detractors — and how they're grouped ✅ The simple formula: % Promoters − % Detractors ✅ The follow-up question that makes NPS actually useful ✅ Relational vs. transactional NPS, and who to survey ✅ How to read your score — and the real limitations to keep in mind Perfect for beginners — no heavy math required. Subscribe for more simple, visual explainers on market research and product strategy. #NetPromoterScore #NPS #CustomerLoyalty #CustomerExperience #MarketResearch #CustomerSatisfaction #ProductStrategy