NPS (Net Promoter Score)
The Net Promoter Score (NPS) is a metric created by Fred Reichheld that measures how likely a customer is to recommend your company, product, or service. The customer answers one simple question: 'On a scale of 0 to 10, how likely are you to recommend us?'. Based on their answer, they are classified as a Promoter (9–10), Passive (7–8), or Detractor (0–6). The NPS is calculated as the percentage of promoters minus the percentage of detractors, resulting in a score from -100 to +100.