What is NPS?

Net Promoter Score is a customer-centric metric based on the principle that a business's customer can be separated into three classifications: promoter, passives, and detractors when asked the ultimate question: How likely are you to recommend our company to a friend or colleague?

Promoters (9-10)
Loyal customers who are likely to continue to buy from that business and encourage friends and colleagues to do the same.

Passives (7-8) 
Satisfied customers, but the may be compelled to compare offers from competitive businesses.

Detractors (0-6)
Customers who can hinder a business' growth by sharing their negative experience

NPS Algorithm
% Promoters - % Detractors = NPS