Why NPS Matters: What Makes It Different from CSAT and CES Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your company, product, or service to others. It was introduced by Fred Reichheld in 2003 and has become one of the most widely used customer experience (CX) metrics. The core survey asks only one question: "On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?" It is usually followed by: "What is the primary reason for your score?" Net Promoter Score How is NPS calculated? Customers are divided into three groups: Score Category Meaning 9–10 😊 Promoters Loyal customers who actively recommend you 7–8 😐 Passives Satisfied but not enthusiastic 0–6 😞 Detractors Unhappy customers who may discourage others The formula is: NPS = % Promoters − % Detractors (Notice that Passives are included in the total number of responses but are not counted as either promoters or d...