Net Promoter Score (NPS)
What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a customer satisfaction metric based on a single question: “How likely are you to recommend this product to a friend or colleague?” Respondents are categorized as Promoters, Passives, or Detractors based on their 0-10 rating.
Why It Matters
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It provides a simple and standardized way to measure customer loyalty and brand sentiment.
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High NPS scores are often a leading indicator of strong word-of-mouth growth and lower churn.
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Analyzing the feedback from Detractors helps companies identify and fix critical product flaws.
