NPS is a customer loyalty metric that measures how likely customers are to recommend a company, product, or service to others. It’s determined by asking customers a single question: "How likely is it that you would recommend our company/product/service to a friend or colleague?" Customers respond on a scale from 0 to 10, and based on their responses, they are classified into three categories: Promoters (9-10), Passives (7-8), and Detractors (0-6).
