Quick definition with practical context — what it is, who uses it, and what to know.
Net Promoter Score (NPS) is a customer loyalty metric measured by likelihood-to-recommend. Most commonly used by companies tracking customer satisfaction.
Net Promoter Score (NPS) is a customer loyalty metric measured by likelihood-to-recommend. In 2026, this concept matters because the data and tooling around it have improved — AI-augmented workflows make it easier than ever to measure, analyze, and act on.
Primarily companies tracking customer satisfaction. The work typically falls to operations, marketing leadership, finance, or whoever owns the relevant reporting and decision-making.
AI tools have made Net Promoter Score (NPS) significantly more accessible — faster analysis, broader pattern recognition, easier dashboarding. The strategic decisions remain human; the inputs and analysis are AI-augmented.