What is NPS — Net Promoter Score?
NPS stands for Net Promoter Score. It is a single-question customer survey: 'On a scale of 0-10, how likely are you to recommend us to a friend or colleague?' Based on the score, customers are classified as Promoters (9-10), Passives (7-8), or Detractors (0-6). Your NPS score is: % Promoters minus % Detractors. A score above 0 is acceptable. Above 30 is good. Above 50 is excellent. Above 70 is world-class. NPS was developed by Bain & Company in 2003 and is now used by thousands of companies globally to measure customer loyalty.
Why Indian Businesses Should Track NPS
Most Indian business owners know when a customer is unhappy only when they leave — or worse, when they post a negative Google review. NPS surveys catch problems early, before a customer churns. They also identify your happiest customers — the ones most likely to refer you to others. In a market where referrals and word-of-mouth are the primary source of new business for most Indian SMBs, knowing who your promoters are and following up with them is one of the highest-ROI activities you can do.
How to Collect NPS in India
There are four common methods for collecting NPS feedback in India: (1) WhatsApp survey — send a one-question message after a transaction. High open rates in India. (2) QR code at checkout or on the table — customer scans and answers. Works well for restaurants and retail. (3) Email survey — low open rate in India for most businesses but effective for B2B. (4) SMS survey — short link with a simple form. The most effective method depends on your customer's behaviour. For most Indian retail and restaurant businesses, WhatsApp and QR code work best.
What is a Good NPS Score for Indian Businesses?
For Indian SMBs and restaurants: an NPS of 20-40 is typical. Above 50 is strong. A new business may see a very high NPS (70+) because early customers are often enthusiastic early adopters. As you scale, the score typically normalises. The absolute number matters less than the trend — a steadily improving NPS shows your customer experience is improving over time. Benchmark yourself against your own history first, then against your sector.
What to Do With NPS Results
Promoters (9-10): These are your best customers. Follow up personally. Ask them to leave a Google review. Ask for referrals. They are likely to say yes. Passives (7-8): These customers are satisfied but not loyal. A small improvement in experience can convert them to promoters. Detractors (0-6): These customers are at risk of churning and may be sharing negative opinions. Follow up quickly, understand the specific problem, and resolve it. A successfully resolved complaint often creates a loyal customer.
How Techfied Feedback Makes NPS Collection Easy
Techfied Feedback is a customer feedback and NPS tool built specifically for Indian businesses. It lets you create NPS surveys, custom rating forms, and text feedback forms. You can share them via a QR code, WhatsApp link, or embedded on your website. Responses appear in a real-time dashboard showing your current NPS score, response trends, and individual comments. Techfied Feedback is part of the Techfied Business Suite — accessible at suite.techfied.in with a free plan available.