NPS

NPS starts with a single question: how likely are you to recommend this product to a friend or colleague, on a 0–10 scale? Scores of 9–10 are Promoters, 7–8 are Passives, 0–6 are Detractors, and the score itself is %Promoters minus %Detractors.

The appeal is simplicity. One question, comparable across companies and products, easy to track over time — which is why it shows up on so many board reports as the single loyalty number.

The limits are real, too. NPS tells you the score but not the why, and distributions skew heavily by culture. Most mature teams pair the number with the open-text follow-up and treat the verbatim comments as the more useful artefact.