What is Net Promoter Score (NPS)?
NPS is a customer loyalty and satisfaction benchmark. It measures customer satisfaction by asking a single question: “How likely is it that you would recommend [company] to a friend or colleague?” Customers’ answers can range from 0 (unlikely) to 10 (very likely).
Respondents are categorized into three groups: detractors (0-6), passives (7-8), and promoters (9-10). The total Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters. This score can range from -100% to +100%.