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Net Promoter Score (NPS) in Property Management
A standardized loyalty metric measuring resident satisfaction and renewal likelihood on a scale from -100 to +100 based on likelihood to recommend.
Net Promoter Score (NPS) is a customer loyalty metric measuring resident satisfaction by asking occupants on a 0 to 10 scale: 'How likely are you to recommend our community to a friend or colleague?'
Scores range from -100 to +100 and are calculated by subtracting the percentage of Detractors (ratings 0-6) from Promoters (ratings 9-10), serving as a leading indicator of lease renewal velocity.
Frequently Asked Questions
How is Net Promoter Score (NPS) calculated for multifamily communities?
NPS is calculated by asking residents on a 0-10 scale how likely they are to recommend the property, then subtracting the percentage of Detractors (0-6) from the percentage of Promoters (9-10).
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