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Definition: NPS


(Net Promoter Score) A metric used by an organization to gauge customer loyalty by asking a single question: "How likely are you to recommend our product to a friend on a scale of 0 to 10?" A 9 or 10 is assigned to "Promoters," who will probably be good customers, while people scoring 0 to 6 are "Detractors" and less likely. "Passives" are 7 and 8. After subtracting the percentage of Detractors from the percentage of Promoters, the NPS score can range from +100 to -100.