Net Promoter Score (NPS) is a widely used customer loyalty metric that measures how likely customers are to recommend a business to others. It is calculated by asking customers a single question: On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague? Based on their responses, customers are categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). The NPS is then determined by subtracting the percentage of Detractors from the percentage of Promoters. A high NPS indicates strong customer satisfaction and brand loyalty, while a low NPS signals potential churn risks. Businesses use NPS within CRM systems to track customer experience trends, improve retention strategies, and enhance overall satisfaction. It is particularly valuable for industries where word-of-mouth and referrals drive revenue, such as SaaS, retail, and financial services. Companies with a high NPS often see higher retention rates, increased upsell opportunities, and stronger brand advocacy. Integrating NPS with CRM software enables businesses to automate follow-up actions based on scores, such as sending surveys to detractors or rewarding promoters. Tracking NPS over time provides actionable insights that can lead to improved customer service and product enhancements.