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Net promoter score (NPS)

Definition: Net Promoter Score (NPS) is a tool used to gauge customer satisfaction with a product or service. With NPS, users are asked to rate the product on a 1-10 scale. Scores of 9-10 are considered promoters, 7-8 are considered passives, and 1-7 are considered detractors. Net Promoter Score is calculated by subtracting the percentage of promoters from the percentage of detractors. Scores range from -100 to 100. The higher the score, the better. NPS is also used across many different departments in companies, besides sales, as a guage of overall customer success.