NPS (Net Promoter Score)

Definition

A simple metric asking customers how likely they are to recommend your company (0-10 scale). Scores above 50 are excellent, scores below 0 mean you've failed.

Example Usage

Our NPS increased from 32 to 51 after we improved customer support, suggesting real satisfaction gains.

Origin

Developed by Fred Reichheld (2003), now ubiquitous in customer satisfaction measurement

Fun Fact

NPS is easy to measure but harder to improve—and it's uncorrelated with revenue in many industries, making it a debate starter

Source: Customer Satisfaction Measurement

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