**NPS stands for Net Promoter Score**. It measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from -100 to +100, a higher score is desirable. The NPS is calculated based on responses to a single question: **How likely is it that you would recommend our company/product/service to a friend or colleague?** The scoring for this answer is most often based on a 0 to 10 scale. - Those who respond with a score of 9 to 10 are called 'Promoters', and are considered likely to exhibit value-creating behaviors, such as buying more, remaining customers for longer, and making more positive referrals to other potential customers. - Those who respond with a score of 0 to 6 are labeled 'Detractors', and they are believed to be less likely to exhibit the value-creating behaviors. - Responses of 7 and 8 are labeled 'Passives', and their behavior falls in the middle of Promoters and Detractors. The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters. For purposes of calculating a Net Promoter Score, Passives count towards the total number of respondents, thus decreasing the percentage of detractors and promoters and pushing the net score towards 0.