A net promoter score (NPS) is a metric that measures customer loyalty and willingness to recommend a brand to another person on a scale from -100 to +100.
A net promoter score (NPS) is a cross-industry metric first developed in 2003 to determine a business’s level of customer loyalty. Millions of businesses use the metric worldwide as an indicator of their overall business health and potential for growth.
The metric is determined via a survey that asks one question: How likely is it that you would recommend this organization to a friend or colleague? Based on how they answer, customers are put into three categories: promoters (who provide a score of 9 or 10), passives (who give a 7 or 8), and detractors (who give a score of 0–6).
Businesses calculate their net promoter score (NPS) by subtracting the total percentage of detractors from the total percentage of promoters. The more promoters a business has, the stronger its customer loyalty.
Businesses can also use the net promoter score (NPS) to measure loyalty among employees or specific customer segments.