what is nps

Net Promoter Score (NPS) is a market research metric used to measure customer loyalty, satisfaction, and enthusiasm with a company, product, or service. It is calculated by asking customers one question: "On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?". The NPS assumes a subdivision of respondents into "promoters" who provide ratings of 9 or 10, "passives" who provide ratings of 7 or 8, and "detractors" who provide ratings of 6 or lower. The net promoter score results from a calculation that involves subtracting the percentage of detractors from the percentage of promoters collected by the survey item. The result of the calculation is typically expressed as an integer rather than a percentage. NPS is often held up as the gold standard customer experience metric and is used by millions of businesses to measure and track how theyre perceived by their customers.