Net Promoter Score
A customer loyalty metric based on likelihood to recommend.
What is Net Promoter Score?
Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend a product or company on a scale from zero to ten. Respondents are grouped into promoters, passives, and detractors, and the score is the percentage of promoters minus the percentage of detractors, ranging from minus 100 to plus 100. NPS is widely used to track customer satisfaction and predict growth through word of mouth.