Knowledge
NPS (Net Promoter Score)
NPS is an index computed from one question — how likely you are to recommend us — as the share of 9–10 answers minus the share of 0–6 answers.
Where it comes from
The metric dates from 2003 and is widely used in satisfaction research. It requires your own survey sent to customers, so it measures those who chose to answer rather than those who speak about the business publicly.
What it means in practice
NPS and review analysis answer different questions and do not replace each other. NPS says how many customers would recommend you. Public reviews say what somebody currently choosing is being told. For a fix list the second is useful, because it carries content rather than a number.