Net Promoter Score
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend a company's products or services to others. It is calculated based on responses to a single question: 'On a scale of 0-10, how likely are you to recommend us to a friend or colleague?' Respondents are categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6), with the score derived by subtracting the percentage of Detractors from the percentage of Promoters.
Developers should learn NPS when building customer-facing applications, especially in SaaS, e-commerce, or service-based industries, as it helps measure user satisfaction and identify areas for improvement. It is valuable for product managers and developers to understand user feedback loops, prioritize feature development, and track the impact of changes on customer loyalty over time.