Net Promoter Score (NPS)
NPS (Net Promoter Score) is a 0–10 scale of customer loyalty based on one recommendation question, sorting respondents into promoters, passives, and detractors.
NPS (Net Promoter Score) is a 0–10 scale of customer loyalty based on one recommendation question, sorting respondents into promoters, passives, and detractors.
The Question
NPS starts with one standardized prompt, asked exactly the same way every time so responses stay comparable across customers, service lines, and months:
“How likely are you to recommend [Company] to a friend or colleague?”
Answered on a 0–10 scale, where 0 means “not at all likely” and 10 means “extremely likely.”
The Math
NPS is the percentage of promoters (scores of 9–10) minus the percentage of detractors (scores of 0–6). Passives (7–8) are counted in the base but drop out of the subtraction. The result is a single number between −100 and +100.
0+ — Baseline — more promoters than detractors
40+ — Strong for home service businesses
60+ — Excellent — best-in-class loyalty
Benchmarks shift by industry, so always compare your score to peers in home services rather than to software or retail averages.
What Each Bucket Means
Promoters
Loyal customers who drive referrals, leave five-star reviews, and rebook your service. They are the engine of organic growth.
Passives
Satisfied but unenthusiastic. They are at risk of switching to a competitor who is a little faster, cheaper, or more attentive.
Detractors
Unhappy customers who may churn, warn their neighbors, or leave public complaints on Google, Yelp, and Facebook if the issue is not addressed quickly.
Why NPS Matters for Home Service
Home service businesses live on word of mouth and reviews. NPS is a leading indicator — it moves before your referral volume, churn rate, or star rating does — so it gives you time to act on problems before they show up on your Google Business Profile.
Tracked weekly, NPS tells you where referrals are about to come from, which technicians or locations are drifting, and which accounts are at risk of churning before the next service cycle.
How to Use NPS Results
A score on its own changes nothing. The value of NPS comes from routing each bucket to the right next step:
Route promoters to public review requests — Send a one-tap link to Google or Facebook while the experience is fresh.
Follow up with passives — Ask a one-question pulse to learn what would make you a 9 or 10 next time.
Route detractors to private recovery — Open a direct conversation before they go public — a human reply, a callback, a make-good offer.
How Reveo Handles This
NPS is built into the Reveo Surveys feature. You can send the NPS question as a standalone SMS pulse after a job or embed it inside a longer branded survey with skip logic. Scores are tagged to the customer, technician, and location so you can segment by any dimension.
Reveo AI then classifies each response, routes promoters to public review requests, opens private recovery conversations for detractors, and flags at-risk passives for your team — automatically.
Related Terms
Turn Loyalty Into Growth
Start your free trial and send a branded NPS survey over SMS in minutes — no credit card required. Build NPS surveys with skip logic, send over SMS, and route promoters to review requests automatically. Send NPS surveys, route promoters to Google reviews, and open recovery conversations with detractors automatically — inside one platform.