Weighted NPS
Standard NPS treats every customer the same: a one-off shopper and your biggest account each count once. Weighted NPS re-weights the score by how much each customer is actually worth to your business, so loyalty is measured in proportion to commercial impact. A detractor who spends a lot pulls the score down harder than one who barely spends; a promoter who drives real revenue counts for more. It's the report that aligns your headline loyalty number with revenue reality — the version to bring to a board or finance conversation, where "how loyal are our customers?" really means "how loyal are the customers who matter most to the business?"
Where standard NPS asks how many of your customers are promoters versus detractors, Weighted NPS asks how much they're worth. Every response carries the weight of that customer's value, so the mix that moves the score reflects your revenue, not just your headcount.
What you'll see
A typical Weighted NPS report includes:
- Weighted NPS vs standard NPS, side by side — the headline comparison, so you can tell at a glance whether your most valuable customers are more or less loyal than your base as a whole.
- Contribution by value segment — how much each tier of customers, from your highest-value to your lowest, pushes the weighted score up or down.
- A value-segment mix — the share of total weight sitting in each segment, so you know where your loyalty is concentrated.
- A weighted-NPS timeline — the re-weighted score tracked month by month, so you can watch whether high-value loyalty is trending with — or away from — the headline.
Filter the report by date range, workspace, questionnaire and value segment, and choose the weighting basis — an overall value score, monetary spend, or value-segment weight — to match how your business defines an important customer.
Weighted NPS needs customer value data
The weighting only works when each customer's worth is known. Your organization needs customer value or spend data connected for the score to distinguish a high-value detractor from a low-value one — without it, the report can't apply a weight and falls back to a standard, unweighted view. If the two scores look identical or the report looks empty, check that value data is available for your account, or ask your account team.
Put it to work
- See the gap that matters. If Weighted NPS sits below your standard NPS, your high-value customers are less loyal than your base — a revenue risk hiding behind a healthy-looking headline.
- Protect your best customers. Read the contribution by segment to see whether detractors are concentrated in your most valuable tier, and prioritize recovery where the money is.
- Report loyalty in business terms. Bring the weighted score to finance and leadership conversations — a value-adjusted number lands harder than a flat average that counts every response equally.
- Choose the right lens. Switch the weighting basis between value score and monetary spend to test whether the picture changes depending on how you define worth.