Net Promoter Score (NPS)
Clientshare's AI-powered platform helps B2B enterprises move beyond NPS as a passive data point by embedding it directly into every Business Review or Business Update, giving each score crucial context through real conversations, recent performance and clear follow-up actions that drive genuine account growth and retention.
With live risk dashboards, automatic alerts for low scores, and account-specific sentiment tracking over time, Clientshare gives both account teams and senior leaders the visibility they need to identify at-risk accounts early, act on feedback immediately, and turn customer insight into a true competitive advantage.
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NPS® is a registered trademark of Bain & Company, Fred Reichheld and Satmetrix Systems, Inc.
The power of NPS
NPS is a way of measuring how many of your current clients would be an advocate for your service, calculated by asking them one simple question: "How likely they are to recommend you to a friend or colleague - on a scale of 0 to 10".
The power of NPS lies in its simplicity. By identifying who your promoters, passives and detractors are, it gives you an early warning system to act quickly, protect renewals, and turn client relationships into a driver of retention and growth.
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How do you measure NPS?
Clientshare helps you understand how your NPS compares across your industry, giving you clear insight into where you stand. It uses platform data and external research to highlight strengths and spot risks early. NPS is becoming the gold standard in B2B and is both a true indicator of churn risk and identifier of growth opportunity.
- View NPS by industry
- Compare against benchmarks
- Track changes over time
- Identify areas for improvement
Make your NPS actionable
By embedding NPS directly into every Business Review and Business Update, Clientshare transforms it from an annual vanity metric into a regular, contextualised and truly actionable measure of customer sentiment, linked to real conversations, recent performance and clear follow-up actions.
- Regular, contextualised NPS collection
- Instant alerts, immediate action
- Track trends, benchmark performance
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More responses, more value
Because clients are already engaged when the NPS question is asked, enterprises using Clientshare see response rates more than double the B2B industry average, giving their account teams the volume and quality of insight needed to protect retention and drive growth.
- Embedded in Business Reviews or Business Updates
- Easy and quick to complete
- Plant a tree incentive
- Double industry average rates
Read more about how NPS in Business Reviews increases responses >
How your Net Promoter Score (NPS) can help you upsell to B2B clients
What is NPS (Net Promoter Score)?
Net Promoter Score (NPS) is a customer loyalty metric based on a single question — "How likely are you to recommend our product/service/company to a friend or colleague?" — answered on a scale from 0 to 10. Respondents are grouped into Detractors (0–6), Passives (7–8), and Promoters (9–10), and the score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, giving a result between -100 and +100.
How do you calculate NPS?
To calculate NPS, subtract the percentage of Detractors (customers who scored 0–6) from the percentage of Promoters (those who scored 9–10). For example, with 60% Promoters and 20% Detractors, your NPS would be 60 – 20 = +40, giving you a score somewhere between -100 and +100.
Please note that Passives (7–8) are excluded from the formula but still count toward your total respondents.
You can also use our NPS calculator to quickly get your correct NPS value.
What is a good NPS score?
There's no universal "good" score since it varies widely by industry, but generally any positive score (above 0) is considered decent, +50 is excellent, and above +70 is world-class. That said, the more useful benchmark isn't a generic number, it's whether you're improving on your own past performance and how you compare to others in your specific sector.
Clientshare builds accurate, industry-specific NPS benchmarks each year from real Pulse platform data — so instead of chasing a generic global average, you can see exactly how your score compares to others in your own industry, like Facilities Management, Logistics, or BPO.
What's the difference between promoters, passives, and detractors?
Promoters (score 9–10) are your most loyal customers who actively recommend you to others and are prime candidates for upselling and referrals, while Detractors (score 0–6) are unhappy customers likely to churn and may share negative feedback with others. Passives (score 7–8) sit in between — satisfied enough not to complain, but not enthusiastic enough to actively promote you, meaning they're at risk of switching to a competitor.
What is the NPS survey question and how do you word it?
The standard NPS question is simple and consistent: "How likely are you to recommend our product/service/company to a friend, colleague, or family member?", answered on a scale from 0 to 10. While the core wording should stay close to this to keep results comparable over time, it can be lightly tailored to context — for example, timing it around a specific touchpoint or business review — as long as it avoids leading or biased language.
Why does Clientshare have higher response rates on NPS than other providers?
Clientshare's NPS response rates are more than double the industry average of 12–15% for B2B NPS surveys, because the question is asked within Business Reviews and QBRs at a moment when clients are already engaged and paying attention — not as a standalone, easily-ignored survey. This context-driven approach, rather than sending generic annual surveys that arrive out of the blue, is what consistently drives customers to actually respond and leave meaningful feedback.
Where did NPS come from and who invented it?
Net Promoter Score was developed by Fred Reichheld of Bain & Company and first introduced in his 2003 Harvard Business Review article, "The One Number You Need to Grow." Reichheld set out to find a simple yet effective way to measure customer loyalty and predict business growth, and NPS was the result.
NPS has become deeply embedded in B2B customer experience strategy and is widely used across the globe.
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Jason Bendell, Compass Group
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