Objective
Net Promoter Score (NPS) is a customer loyalty metric derived from a single survey question asking how likely a respondent is to recommend a product, service, or company on a 0–10 scale. Developed by Fred Reichheld and popularized by Bain & Company in a 2003 Harvard Business Review article, Net Promoter Score segments respondents into detractors (0–6), passives (7–8), and promoters (9–10), and is calculated as the percentage of promoters minus the percentage of detractors, yielding a score from −100 to +100. Organizations use NPS to track customer experience, benchmark performance by segment or industry, and prioritize improvements using follow‑up feedback on drivers of recommendation. Bain has reported links between higher NPS and revenue growth, while independent studies have questioned its superiority over alternatives and highlighted risks such as sampling error and cultural response bias. Adoption spans consumer and B2B contexts, and reporting practices vary by market and channel.