LOUIS, MISSOURI — It was during my MBA class on innovating new products that I first heard of the Net Promoter Score (NPS). My professor, a tall, lanky man in his late 40s, hit us with a seemingly- simple question: “On a scale of 0 to 10, how likely are you to recommend this product to a friend?”
I remember thinking, That’s it? That’s how we measure loyalty? It seemed almost too basic—until I realized that this one little question could make or break a brand.
NPS is a deceptively- simple metric with profound implications. Businesses use it to gauge not just customer satisfaction, but something far more elusive—trust.
If people trust you, they recommend you. If they don’t, they either stay silent or worse, actively warn others to avoid you like the plague.
It turns out that trust isn’t just a warm, fuzzy ideal; it’s the currency that determines whether people—customers, colleagues, even friends—stand by you or quietly leave the chat.
And that got me thinking: If companies live and die by their credibility, then why should life be any different? Whether you’re a Fortune 500 CEO, an entry-level analyst, or just someone trying to get their friends to actually show up on time for dinner, your personal NPS is shaping your world in ways you may not even realize.
Fine line between promoters and detractors
In business, people who give you a 9 or 10 on the NPS scale are called Promoters. These are your ride-or-die fans, the ones who not only buy from you but rave about you to their friends, family, and unsuspecting strangers at Starbucks.
Then there are the Passives—the lukewarm, “meh” crowd who don’t hate you but wouldn’t go out of their way to sing your praises either.
And finally, we have the Detractors—the people who would rather fight a raccoon in a dumpster than give you their business again.
Now, apply this to your personal life. Think of the people in your orbit—your colleagues, clients, friends, even family members. If they had to rate their trust in you on that same 0 to 10 scale, what would they say? Are you someone they’d vouch for without hesitation? Or are you the human equivalent of a one-star Yelp review—chronically late, unreliable, and a little too vague when asked if you actually read the email?
Trust, like brand reputation, takes years to build, and seconds to destroy. And the kicker? You often don’t realize your credibility is slipping until it’s too late.
Cost of low-NPS human
Consider what happens when people stop believing in you. In business, a low NPS means customers flee, investors hesitate, and employees update their résumés during lunch breaks.
In life, it means you slowly become the person no one calls back, the colleague people “forget” to loop into important meetings, or the friend everyone quietly stops inviting to things.
I experienced this firsthand when a well-known designer was having a sale, and I was ready to make a big purchase. I had admired their work for a long time, and this was my chance to finally invest in some of their pieces. But from the moment I tried shopping on their online store, my enthusiasm quickly turned into frustration. The website was a mess—broken links, blurry product photos, and, inexplicably, no prices listed for anything. I called their contact number for help, only to be passed from one person to another, until I finally landed with someone who was not just unhelpful but downright rude. Instead of solving my problem, I found myself troubleshooting for them, trying to figure out how to even get the items I wanted.
At some point, I had to ask myself: Why am I working this hard to give them my money? And that’s when I walked away. It wasn’t just about the inconvenience; it was about trust. If they couldn’t get the basics right—if they couldn’t make me feel like a valued customer—then no matter how great their designs were, I wanted nothing to do with them. I would never buy from them again, and I certainly wouldn’t recommend them to my family, friends, and everyone!
That’s the thing about trust—it’s fragile. One bad experience can outweigh years of admiration, and once it’s broken, no amount of good branding can fix it.
The same principle applies to personal credibility. You can be talented, charismatic, and full of great ideas, but if people associate you with frustration, inconsistency, or indifference, they’ll eventually stop engaging. It’s not always an active decision; sometimes, they just quietly move on, choosing to invest their time and trust elsewhere.
Because here’s the hard truth: being liked is nice, but being trusted is essential. You can be the most entertaining, charming person in the room, but if people don’t believe in you, all that charm is just window dressing. And in the long run, trust—like a strong NPS—determines whether people stick around or quietly take their business elsewhere.
Path to a high personal NPS
So how do you become the kind of person who scores a 9 or 10 on the trust scale? The same way great companies do: by being consistent, reliable, and genuinely invested in the people around you.
First, consistency is everything. People trust what they can predict. If you always follow through, meet your deadlines, and show up when you say you will, your credibility skyrockets.
But if you’re the kind of person whose reliability depends on the mood of the day, don’t be surprised if people hesitate to count on you. Uncertainty breeds doubt, and doubt erodes trust faster than a bad Google review.
Second, under-promise and over-deliver. This golden rule of business applies to life, too. It’s better to say, “I’ll get this to you by Friday” and deliver on Thursday than to make grand promises, and show up empty-handed three days late.
Reliability isn’t just appreciated—it’s remembered. The moment people start mentally adjusting your deadlines because they know you’ll miss them, your trust rating is in free fall.
Third, fix mistakes fast. Even the best companies mess up, but what separates a high-NPS brand from a PR disaster is how quickly they own up to their mistakes.
The same goes for people. If you drop the ball, don’t make excuses or hope no one notices—acknowledge it, apologize, and fix it. People don’t expect perfection, but they do expect accountability.
Finally, make people feel valued. Customers don’t just love companies that deliver great products; they love brands that make them feel important.
The same is true for personal relationships. If people know you genuinely listen, care, and have their backs, they’ll rate you higher on the trust scale. Trust isn’t just built on competence—it’s built on connection. A friend who always shows up is great; a friend who shows up, and makes you feel heard and supported is someone you’d recommend to everyone.
The bottom line
At the end of the day, the Net Promoter Score isn’t just about marketing—it’s about credibility. And credibility is everything. Whether you’re trying to land a job, build a career, maintain friendships, or just not be the person everyone avoids at reunions, your trustworthiness determines your success.
So, if you’ve never thought about your personal NPS, maybe it’s time to start. Are you a 9 or 10—the person others would enthusiastically recommend? Or are you sitting in the “meh” category, dangerously close to becoming a Detractor? Because life, like business, rewards those who inspire confidence. And if people don’t trust you, well, let’s just say that no amount of networking, LinkedIn endorsements, or carefully- crafted emails can save you.
Trust, my friends, is the ultimate brand currency. Spend it wisely.
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Author’s email: thedumalady@gmail.com
