Net Promoter Score

Glossary

Net Promoter Score

Net Promoter Score measures resident loyalty and likelihood to recommend, helping multifamily teams monitor experience and retention risk.

Definition

Net Promoter Score (NPS) is a customer loyalty metric based on asking residents how likely they are to recommend a community or property manager on a 0–10 scale. Residents who answer 9 or 10 are treated as promoters, 7 or 8 as passive, and 6 or below as detractors. The score is reported on a -100 to +100 scale and is best used as a broad relationship signal, not a full explanation of resident satisfaction.

Example

A 300-unit community sends a quarterly resident survey and receives 120 responses: 54 promoters, 42 passive responses, and 24 detractors. The NPS is +25 because promoters are 45% of responses and detractors are 20%, prompting the operations team to review comments tied to maintenance response time and renewal communication.

Why It Matters?

For multifamily operations leaders, NPS provides a simple way to track resident loyalty across properties and over time. It can help identify communities where resident experience issues may affect renewals, reputation, and referrals. Because NPS is broad, it should be paired with resident comments and event-specific feedback, such as move-in or maintenance surveys.

‹ Net operating income (NOI)

Net Rent ›