NPS
Net Promoter Score: a loyalty indicator based on asking customers how likely they are, from 0 to 10, to recommend you.
Core MetricsTerm 30 / 81
Formula
NPS = % Promoters (9-10) − % Detractors (0-6)
In practice
The open-ended 'why' that accompanies the score is worth more than the score itself. NPS gives direction but not a diagnosis; if it drops, look for the cause in the comments.