Gauges customer loyalty based on the likelihood of recommending your product or service.

What it Measures ?

How happy customers are with us.

Relevant StakeHolders 

Customer Success, Sales Leadership, Marketing

In-depth Use Case / Real-world Example

A manufacturer asks customers, “How likely are you to recommend us on a scale of 0–10?” Scores of 9–10 are promoters, 7–8 are passive, and 0–6 are detractors. If 60% are promoters and 10% are detractors, NPS is 60–10 = 50. A higher NPS means happier customers and more referral potential.