Net Promoter Score (NPS) is a customer service metric that measures customer loyalty to a specific brand or service. It is a score that organizations use to measure customer loyalty towards their brand, product, or service. NPS is measured with a single-question survey and reported with a number from the range -100 to +100, where a higher score is desirable. The question asked is usually "On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?". Based on the score, customers are segmented into promoters, passives, and detractors. Promoters are customers who score 9 or 10, passives are customers who score 7 or 8, and detractors are customers who score 0 to 6.

NPS is important because it helps organizations measure customer loyalty and understand how likely customers are to buy again, act as a brand ambassador, and resist pressure to defect. It is also a standard metric used by companies globally, making it easier to benchmark and compare scores in the industry. NPS can help organizations predict when a customer is likely to cancel their service and help them win CX champions with senior leaders. By segmenting customers based on their NPS scores, organizations can identify patterns and find ways to improve certain touchpoints or experiences.

In summary, NPS is a customer service metric that measures customer loyalty towards a brand, product, or service. It is measured with a single-question survey and reported with a score from -100 to +100. NPS helps organizations understand customer loyalty, benchmark their scores, and identify areas for improvement.