NPS ®, also known as Net Promoter Score, is a customer loyalty metric that measures the likelihood of customers to recommend a company’s products or services to others. It is based on a simple question: “How likely are you to recommend us to a friend or colleague?” Customers are then categorized into three groups: Promoters, Passives, and Detractors, based on their responses. The NPS ® score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score between -100 to 100. A higher NPS ® score indicates a higher level of customer satisfaction and loyalty, making it a valuable tool for businesses to gauge their customer experience and identify areas for improvement.