Net Promoter Score (NPS) is a 0–10 measure of customer loyalty built on one question — how likely someone is to recommend your business — which sorts respondents into promoters, passives, and detractors.
Net Promoter Score (NPS) is a single-number index of customer loyalty, calculated from a 0–10 recommendation question, that predicts referral volume, churn risk, and public review sentiment.
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.”
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.
Benchmarks shift by industry, so always compare your score to peers in home services rather than to software or retail averages.
Loyal customers who drive referrals, leave five-star reviews, and rebook your service. They are the engine of organic growth.
Satisfied but unenthusiastic. They are at risk of switching to a competitor who is a little faster, cheaper, or more attentive.
Unhappy customers who may churn, warn their neighbors, or leave public complaints on Google, Yelp, and Facebook if the issue is not addressed quickly.
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.
A score on its own changes nothing. The value of NPS comes from routing each bucket to the right next step:
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.
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