Net Promoter Score (NPS)

A metric used in business-related meetings to measure customer satisfaction and gauge the likelihood of customers recommending a company’s products or services to others. NPS is typically assessed by asking customers a single question: “On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?” Based on their responses, customers are categorized into Promoters (9-10), Passives (7-8), or Detractors (0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. NPS discussions in meetings help organizations evaluate customer loyalty, identify areas for improvement, and make data-driven decisions to enhance customer experiences and drive growth.