NPS (Net Promoter Score)

Net Promoter Score (NPS) is a simple but powerful metric used by businesses to gauge customer satisfaction and loyalty. It asks customers one key question: "On a scale of 0 to 10, how likely are you to recommend our product or service to a friend or colleague?" Based on their responses, customers are categorized into three groups:Promoters (9-10): These are enthusiastic, loyal customers who are likely to spread positive word-of-mouth about your business.Passives (7-8): These customers are somewhat satisfied but not overly enthusiastic, making them vulnerable to competition.Detractors (0-6): These customers are unhappy and may share negative feedback, potentially harming your reputation.To calculate NPS, subtract the percentage of detractors from the percentage of promoters. The resulting score, typically between -100 and +100, gives you insights into overall customer sentiment and helps guide improvements to boost loyalty and business growth.