Net Promoter Score® (NPS) is a customer loyalty metric that helps businesses simplify the complexity of measuring the quality of customer experience, their satisfaction, their loyalty, etc. and tie it together to the overall business growth.
This metric was formulated and introduced by Fred Reichheld, in association with Bain & Company and Satmetrix Systems.
NPS has been a widely accepted and practiced methodology that caters to all departments of any business with any level of complexity. NPS is an indicator of the user happiness and the response in free form text – an explanation of their individual NPS response – gives you an idea of What, Why, How, etc. of their happiness or despair.