NPS (Net Promoter Score)
A relationship metric based on how likely customers are to recommend you, scored from -100 to +100.
NPS = %promoters (9-10) - %detractors (0-6)NPS asks the "would you recommend us" question on a 0-10 scale, then buckets respondents into promoters (9-10), passives (7-8), and detractors (0-6). The score is the percentage of promoters minus the percentage of detractors.
It was designed as a company-level loyalty signal, not a support-ticket metric, which is the first thing people get wrong when they staple it to a closed conversation.
What it hides: NPS collapses a whole distribution into one number, so a 7 (passive, ignored) and a 6 (detractor, counted against you) sit a single point apart yet are treated as opposites. It also moves for reasons support can't touch — pricing, product, a bad news cycle — so crediting or blaming the queue for it is usually a mistake.