NPS — Meaning and details

NPS meaning

Net Promoter Score

What is NPS?

NPS stands for Net Promoter Score, a metric that measures customer loyalty and satisfaction based on their likelihood to recommend a company.

Customers rate their likelihood to recommend on a scale from 0 to 10:

  • Promoters (9-10)
  • Passives (7-8)
  • Detractors (0-6)

How is NPS calculated?

NPS = % Promoters - % Detractors