UX Glossary

Net Promoter Score (NPS)

Net Promoter Score® or NPS®, a management tool that can be used to gauge the loyalty of a firm's customer relationships, originally developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix Systems. The score is determined based on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague?, by subrtacting the percentage of detractors from the percentage of promoters.