Net Promoter Score, a metric used to measure customer loyalty and satisfaction based on likelihood to recommend.
Acronym formed from Net Promoter Score, coined by Fred Reichheld in 2003. The term combines 'net' (remaining after deductions), 'promoter' (one who advocates), and 'score' (numerical rating).
NPS revolutionized customer satisfaction measurement by asking just one simple question: 'How likely are you to recommend us?' The genius lies in its simplicity—reducing complex customer relationships to a single number from 0-10, yet providing remarkably predictive insights about business growth.
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