Net Promoter Score (NPS)

Definition

A metric based on asking customers 'how likely are you to recommend us' on a scale of 0-10, a measure so simple it's kind of genius and kind of useless.

Example Usage

Our NPS was 42, which placed us in the 'acceptable' range (we interpreted that as 'room for improvement').

Origin

Created by Fred Reichheld in 2003; arguably the most simple and most debated customer metric ever

Fun Fact

NPS is so widely used that it's become almost meaningless—companies obsess over 1-point improvements while ignoring the fact that customers still aren't buying.

Source: Customer Satisfaction and NPS Standards

Related Terms

Intermediate

truth decay

The gradual erosion of factual accuracy in marketing claims through iterative copywriting until statements become technically false. The telephone game played with compliance.

📣 Marketing / Advertising

Beginner

Cost Per Thousand Impressions (CPM)

The price of showing your ad to 1,000 people, regardless of whether they notice, care, or develop sudden amnesia about your brand.

📣 Marketing / Advertising

Intermediate

video completion rate

The percentage of viewers who actually watch your video ad all the way through instead of desperately seeking the skip button. It's the metric that reveals how compelling your content is versus how fast people can click away.

📣 Marketing / Advertising

Intermediate

deinfluence

When content creators hit the brakes on overhyped products and tell you to save your money instead. It's basically the anti-influencer move: honest product roasting that encourages critical thinking over impulse purchasing.

📣 Marketing / Advertising

Beginner

Social Proof

The psychological phenomenon where people do things because other people are doing them, weaponized by marketers since the dawn of the testimonial. It's why every landing page has a section that says "Trusted by 10,000+ companies" next to logos you've never seen.

📣 Marketing / Advertising

Intermediate

Day-parting

Scheduling ads to appear only during specific times of day because apparently ads at 3 AM get different results than at 3 PM (and they kinda do).

📣 Marketing / Advertising

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