NPS (Net Promoter Score) is a metric used by businesses to measure customer loyalty and satisfaction. It’s based on the question, “How likely are you to recommend our product or service to a friend or colleague?”

Customers are asked to rate their likelihood on a scale of 0 to 10, and based on their responses, they’re grouped into three categories: promoters, passives, and detractors:

  • Promoters (9-10): Loyal customers who are enthusiastic about the brand and likely to recommend it to others.
  • Passives (7-8): Satisfied customers who aren’t particularly enthusiastic and are more neutral.
  • Detractors (0-6): Unhappy customers who are unlikely to recommend the brand and may even speak negatively about it.

The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. A higher score means customers are more likely to recommend the brand, which is often seen as a sign of customer loyalty.

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