What Is NPS? A Guide to the Metric

What is NPS – and why has Net Promoter Score become one of the world’s most widely used ways to measure customer loyalty? At first glance, the simple question about likelihood to recommend may seem almost trivial. But behind the number lies something much more significant: a clear signal of relationship strength, trust, and future growth. In this article, we explain how NPS works, how it is calculated, and why the way you work with the metric matters just as much as the result itself.