The Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a measure used by companies to understand customer loyalty and satisfaction. It asks customers how likely they are to recommend the company's products or services to others, on a scale from 0 to 10. Based on their responses, customers are categorized into three groups: promoters (9-10), who are enthusiastic supporters; passives (7-8), who are satisfied but unenthusiastic; and detractors (0-6), who are unhappy and may share negative experiences. The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, providing a score that reflects overall customer sentiment.