Net promoter score is your early warning sign for customer churn and can be used as an indicator for business growth.

NPS measures customer loyalty & likelihood of churn. To figure out your NPS start by asking your customers: "On a scale of 0 to 10, how likely are you to recommend us to a friend?“

Group the respondents into 3 categories

- Promoters 9-10
- Passives 7-8
- Detractors 0-6

NPS = % Promoters - % Detractors. To get a more comprehensive view follow up with open-ended questions regarding the Why. “What was the reason for your score? Is there anything that would have changed your score?“