Net Promoter Score (NPS) is a customer loyalty metric introduced in 2003 by Fred Reichheld, a partner at Bain & Company. The goal was a simple and effective way to measure customer loyalty. The score can reveal much more than loyalty, and it can also provide a comparison metric, even across sectors.
The concept behind NPS revolves around a single question: “On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?” Respondents are then classified into three categories based on their scores: Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6).
