Net Promoter Score (NPS): The Net Promoter Score is a metric used to measure customer satisfaction and loyalty based on their likelihood to recommend a company, product, or service to others. It is calculated by asking customers a single question: "On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?" The responses are then grouped into three categories: Promoters (9-10), Passives (7-8), and Detractors (0-6). The NPS is determined by subtracting the percentage of Detractors from the percentage of Promoters. The final score ranges from -100 (all Detractors) to +100 (all Promoters), with higher scores indicating better customer satisfaction and loyalty.
