Net Promoter Score ® (NPS) 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 response. The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, resulting in a score between -100 and 100. A higher NPS indicates a higher level of customer satisfaction and loyalty, making it a valuable tool for businesses to measure and improve their customer experience.