What is NPS?

Definition

Net Promoter Score asks how likely someone is to recommend a business, on a scale from 0 to 10. Promoters score 9 or 10. Passives score 7 or 8. Detractors score 0 to 6. NPS subtracts the detractor share from the promoter share. The result runs from -100 to 100.

Frederick Reichheld described the question in Harvard Business Review in December 2003, in The One Number You Need to Grow. TrustNPS uses that same split. It does not invent a second formula.

What TrustNPS adds

TrustNPS is a verified NPS database for businesses, published by Product VISTA. It asks a 0 to 10 recommend question only of people a connected Shopify or Stripe account shows as having paid. The merchant does not choose who is asked and cannot edit the score. A public score appears after 30 answers in a rolling 90 day window, together with the sample size and the response rate. No email provider is engaged yet. The provider will be named on the subprocessors page before any email is sent.

The product is for businesses. Online stores come first, then SaaS. Paid plans are not offered to consumers.

What this page does not claim

A definition is not a benchmark. This page does not say what a good score is for a category. That would need a source collected the same way TrustNPS collects scores, and we do not cite one.