NPS (Net Promoter Score)

A metric measuring customer loyalty based on willingness to recommend a brand.

Net Promoter Score (NPS) is a loyalty metric that classifies customers as Promoters (9-10), Passives (7-8), and Detractors (0-6) based on their willingness to recommend. NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

It's a standard KPI in brand tracking and customer satisfaction. Atlantia's Brand Tracker integrates NPS with AI analysis to identify recommendation drivers and concrete actions to improve loyalty.