NPS (Net Promoter Score)
A metric measuring customer propensity to recommend a company on a 0-10 scale. The share of detractors (0-6) is subtracted from the share of promoters (9-10). The score ranges from -100 to +100.
In practice
An NPS above 50 is considered excellent in most sectors; above 70, it signals exceptional loyalty. The metric must be paired with an open question to identify actionable causes. A common trap: measuring NPS immediately after a sale — the high point of satisfaction — rather than at six months of use, which reflects the real value delivered.