NPS categorizes customers into:
- Promoters (score 9-10): Loyal enthusiasts
- Passives (score 7-8): Satisfied but unenthusiastic
- Detractors (score 0-6): Unhappy customersCalculation: % Promoters - % Detractors = NPSUsed for:
- Customer satisfaction tracking
- Brand health monitoring
- Competitive benchmarking
- Prediction of growth potential