Net Promoter System (NPS)

The Net Promoter System (NPS) measures how likely customers are to recommend a company’s product or service to others. Customers answer a single question: "On a scale of 0-10, how likely are you to recommend us?" Based on their scores, they are grouped into promoters (9-10), passives (7-8), and detractors (0-6). The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. This system helps companies gauge customer satisfaction, identify areas for improvement, and track progress over time to enhance loyalty and growth.