Glossary

What Is Net Promoter Score?

What Is Net Promoter Score?

A customer loyalty metric based on a single question: How likely are you to recommend this business to a friend or colleague? Respondents rate on a scale of 0 to 10 and are classified as Promoters (9-10), Passives (7-8), or Detractors (0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, producing a score from -100 to +100.

Related Terms

CSAT

Customer Satisfaction Score. A metric that measures how satisfied customers are with a product, serv...

Customer Sentiment

The overall attitude or emotional tone expressed by customers in their reviews, feedback, and intera...

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