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What is the Net Promoter Score (NPS)


The Net Promoter Score is a measure of people’s overall perception of an organization. NPS is calculated by asking one simple question:

On a scale of 0-10, how likely are you to recommend our organization to a friend or colleague?

People who respond with a score between 9-10 are promoters, people who rate between 7-8 are passive, and people who rate below 6 are detractors.

The NPS is one of the most simple and widely accepted ways to gather feedback about your performance. But it is still not widely used in the social sector. Over the years, Feedback Labs has pondered over the value that the NPS could provide for the social sector, as well as possible drawbacks to its use. Are you a social sector organization considering using NPS to gauge your impact? You’ve come to the right place.

NPS for the Social Sector

nps for the non-profit sector

Net Promoter Score for the Nonprofit Sector: What We’ve Learned So Far

David Bonbright, Britt Lake, Sophie Sahaf, Reem Rahman, and Renee Ho | July 21, 2015
nps for the non-profit sector

Three Reasons To Be Excited About The Potential Of The Net Promoter Score For The Nonprofit Sector

Crossposted from the Interaction, Co-author: Britt Lake | June 17, 2015