Net Promoter Score
Net Promoter Score (NPS) is a measure of customer loyalty and satisfaction. Customers are asked 'How likely are you to recommend this product?' on a 0–10 scale. Scores 9–10 are Promoters, 7–8 are Passives, 0–6 are Detractors. NPS = % Promoters − % Detractors.
If 60% of respondents score 9–10 and 10% score 0–6, NPS = 50. Apple historically scores 70–80+. Most SaaS companies target 40+.