Net Promoter Score (NPS)

Net Promoter Score (NPS) is a widely used customer loyalty and satisfaction metric that measures how likely users are to recommend a product or service to others, on a scale of 0 to 10. It is one of the most common quantitative benchmarks in product and customer experience research.

How it works: Users are asked: "How likely are you to recommend [product] to a friend or colleague?" Respondents who score 9–10 are Promoters; those scoring 7–8 are Passives; those scoring 0–6 are Detractors. NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, producing a score from –100 to +100.

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