Understanding Net Promoter Score (NPS): What Do The Numbers Really Mean?

When organisations talk about customer experience, one of the most common measures you’ll hear is Net Promoter Score (NPS). But what exactly is NPS, and how do you know if a score is “good”? 

What is NPS?

NPS is a simple way to measure how likely your customers are to recommend your service to others. It’s based on asking one question:

“On a scale of 0–10, how likely are you to recommend us to a friend, family member or colleague?” 

Respondents are grouped into three categories: 

• Promoters (9–10): enthusiastic supporters who are likely to recommend. 

• Passives (7–8): satisfied but not necessarily loyal. 

• Detractors (0–6): dissatisfied and unlikely to recommend. 

Your NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
 

What counts as a “good” NPS?

Because NPS can range from -100 to +100, context matters. What’s considered strong in one industry may be average in another. SurveyMonkey’s benchmark data, drawn from over 150,000 organisations worldwide, provides helpful perspective: 

• The average NPS is +32. 

• The median NPS is +44. 

• The bottom 25% of organisations have an NPS of 0 or lower. 

• The top 25% reach +72 or higher. 

In more general terms: 

• -100 to 0: Needs improvement. 

• 0 to 30: Good. 

• 30 to 70: Great. 

• 70 to 100: Excellent. 

Why it matters

NPS isn’t just about numbers—it reflects the quality of the relationship between an organisation and the people it serves. High scores suggest strong loyalty and trust, while lower scores highlight opportunities to improve the experience.  

Why it matters to Teladoc Health UK 

For Teladoc Health UK, Net Promoter Score is much more than a score — it is the voice of our patients, telling us how well we are meeting their needs and expectations. In virtual healthcare, trust, accessibility, and seamless care are not optional; they are vital. Each point on our NPS reflects whether patients feel truly cared for, listened to, and supported throughout their journey with us. 

A strong NPS shows that people don’t just use our service — they trust it enough to recommend it to those they care about most. That trust matters, because it means we are breaking down barriers to care, making healthcare easier to access, and enabling people to live healthier lives. 

By measuring NPS, we hold ourselves accountable to the highest standards of clinical quality and compassion. It drives us to keep improving, so that every patient receives the safe, accessible, and person-centred care they deserve. 

Relevant Links

Net Promoter Score benchmarks: What is a good NPS?

Why an Net Promoter Score Matters for Ensuring Exceptional Customer Service | Teladoc Health UK