Net Promoter Score (NPS)

A customer loyalty metric that measures the likelihood of customers recommending a company’s products or services to others.  

NPS is calculated by subtracting the percentage of detractors (those unlikely to recommend) from the percentage of promoters (those highly likely to recommend). 

NPS scale is 0-10 with (0-6) being detractors, (7-8) passives and (9-10) promoters. 

Calculation Example: 

Promoters: 60% 

Detractors: 20% 

NPS: 60 – 20 = 40