About

The Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction with a company, product, or service. It is based on the concept that customers can be divided into three categories: Promoters, Passives, and Detractors.

Promoters are customers who are extremely satisfied and loyal to a brand. They are likely to recommend the brand to others and contribute to positive word-of-mouth marketing. Passives are customers who are satisfied but not particularly enthusiastic about a brand. They may be easily swayed by competitors and are less likely to actively recommend the brand. Net Promoter, Net Promoter Score, and NPS® are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.