Net Promoter Score

Net Promoter Score, abbreviated NPS, is a metric that measures customer loyalty based on a single question about how likely a customer is to recommend the company. Responses are divided into detractors, passives, and promoters, and the score is calculated as the difference between the share of promoters and detractors. The metric is used to track changes in customer satisfaction over time.

An online store can send a short NPS question after delivery and use the responses to spot where the experience falls short.