Net Promoter Score (NPS)

A Net Promoter Score is a market research metric that is based on asking respondents to rate the likelihood that they would recommend a company, product, or service. Customers are segmented into three groups (promoters, passives, detractors) according to their numerical response based on a 0 to 10 grading scale. It’s intended to be a core measurement tool for monitoring the customer experience and predicting business growth.