Net Promoter Score (NPS)

A customer loyalty metric that measures the likelihood existing customers would recommend a company, product, or service on a 0-10 scale, calculated by subtracting the percentage of detractors (0-6 rating) from the percentage of promoters (9-10 rating).

For example, if 60% give a 9 or 10 rating and 20% give a rating of 6 or below, the NPS would be 60 – 20 = 40.