The Net Promoter Score (NPS) is a metric used to measure customer experience and loyalty, quantifying how likely customers are to promote a brand in a positive way. It categorizes customers into three groups: promoters, passives, and detractors, with promoters being loyal customers who encourage others, passives being happy but not fully committed, and detractors being unhappy customers who will dissuade others from buying. To calculate NPS, companies poll their customers using a 0-10 scale to gauge likelihood of recommendation, then subtract the percentage of detractors from the percentage of promoters. A good NPS survey should be brief, specific, and ask honest questions, while also providing an opportunity for customers to share unique perspectives. A high NPS score indicates that a brand is doing something right, while a lower score provides valuable feedback to improve weaknesses.