What does NPS measure?

NPS, or Net Promoter Score, measures customer feedback and loyalty by evaluating the likelihood of customers recommending a company's products or services to others. It is a valuable metric that helps organizations gauge the overall satisfaction of their customers and understand their loyalty levels. By asking a straightforward question about the likelihood of recommending the brand, NPS provides insights into customer sentiment and can indicate future business growth.

Focusing on customer loyalty rather than employee satisfaction, product quality, or market share allows NPS to serve as a direct indicator of customer advocacy. High scores typically suggest that customers view the company favorably and are likely to promote its offerings, while low scores indicate potential areas of concern that may need to be addressed.