NPS stands for Net Promoter Score, which is a common metric used in customer experience programs. A Net Promoter Score measures customer loyalty by looking at their likelihood of recommending a given business.
Your NPS is measured with a single-question survey and reported with a number ranging from 0 to 10, where a higher score is desirable.
NPS® is often held up as the gold standard customer experience metric. First developed in 2003 by Bain and Company, it’s now used by millions of businesses to measure and track how they’re perceived by their customers. NPS scores provide a snapshot of your overall customer experience; if customers are more likely to recommend your business, that naturally points to a high level of customer satisfaction and a positive customer journey.