Net Promoter Score (NPS?) is a benchmarking technique to gauge customer loyalty and happiness.
NPS is based on a single direct question:
How likely is it you would recommend us to a friend or colleague?
Respondents fall into three categories:
The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, yielding a score between -100 and 100. The fewer the Detractors, the better your score is.
The NPS methodology is useful in many situations. A few examples: