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In the modern world, there are a large number of metrics that can be used to measure various product parameters, such as profitability, revenue, customer engagement, customer satisfaction, and so on. One of the main metrics of any product is the consumer loyalty index, abbreviated NPS (Non-promoter score). This article will describe the essence of this indicator, the methodology of its measurement, as well as the impact on various other parameters, such as profitability and revenue from the sale of the product. Various points of view regarding the objective reflection of average customer loyalty will also be considered, in other words, which respondents should be excluded from the sample.
customer experience, NPS, NPS measurement methodology, loyalty index
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