Net Promoter Score (NPS) is a metric that measures customer loyalty by asking one question: “On a scale of 0 to 10, how likely are you to recommend this business to a friend?” Respondents are grouped into Promoters (9-10), Passives (7-8), and Detractors (0-6). Your NPS is the percentage of Promoters minus the percentage of Detractors.
For local businesses, NPS gives you a simple number to track customer satisfaction over time. A score above 50 is excellent. A score below 0 means more people would discourage others from visiting than would recommend you.
Most small businesses do not formally track NPS. But Google reviews serve as an informal equivalent. Your Promoters are the people leaving 5-star reviews. Your Detractors are the 1-star reviewers. Your average rating and the ratio of positive to negative reviews tell you roughly where you stand.
If you have a high NPS (or a high Google rating), your customers are already willing to recommend you. Turn that willingness into visible content by sharing their reviews on Instagram. See why your Google reviews belong on Instagram.