Net Promoter Score

Net Promoter Score (NPS) is a metric used to gauge customer loyalty and satisfaction. It involves asking customers one simple question: how likely are you to recommend our product or service to others, on a scale from 0 to 10. Based on their response, customers are classified into three groups: Promoters (9-10), who are loyal and enthusiastic; Passives (7-8), who are satisfied but unenthusiastic; and Detractors (0-6), who are unhappy and may harm your brand's reputation. The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, providing a score that indicates overall customer sentiment.