Net Promoter Score (NPS) measures customer loyalty on a -100 to +100 scale based on responses to 'How likely are you to recommend?' Detractors (scores 0-6) return more frequently and spend less. Tracking NPS alongside return metrics reveals whether high-return customers are dissatisfied or simply opportunistic. Improving product quality, accuracy, and return experience lifts NPS and reduces costly returns.
← Glossary
Net Promoter Score
A customer loyalty metric based on likelihood to recommend, correlated with return behavior and churn.
Related terms
- Customer Satisfaction Score — A metric measuring how satisfied customers are with their purchase and return experience.
- Return Rate — The percentage of orders that customers return within a given period, a key metric for product and operational health.
- Sentiment Analysis — AI that determines whether customer text expresses positive, negative, or neutral emotions.
- Return Policy — The documented rules governing whether and how customers can return products for refunds or exchanges.