The Net Promoter Score (NPS) is a customer satisfaction metric that measures, on a scale from 0-10, the degree to which people would recommend your company to others.
The NPS is derived from a simple survey designed to help you determine how loyal your customers are to your business. To calculate NPS, subtract the percentage of customers who would not recommend you (detractors, or 0-6) from the percent of customers who would (promoters, or 9-10).
Regularly determining your company’s NPS allows you to identify ways to improve your products and services so you can increase the loyalty of your customers.
Originally published Feb 22, 2014 8:00:00 AM, updated June 11 2021