The NPS was evolved by Fred Reichheld, Bain & Company, and Satmetrix Systems. It is a tool to measure the loyalty of a company’s customer relationships and claims to be connected to the revenue growth. The overall question, which the NPS wants to clarify, is: How likely is a customer’s recommendation of a company/product/service?
To calculate the NPS you ask your customers to rate the likelihood of recommending your company/product/service on a scale from 0 to 10. The responses to this question are separated into three main groups: Promoters, Detractors and Passives.