A survey methodology most often used in SaaS companies to evaluate customer satisfaction and loyalty. NPS and CSAT survey results are often included as part of the measurement of customer health. This metric that is commonly used to rate from 1 to 10 the overall level of satisfaction customers perceive, which is calculated by asking them how likely they would be to recommend the company to a friend or colleague. The NPS score is calculated by subtracting the percentage of "detractors" (scoring 6 or less) from the percentage of "supporters" (scoring 9 or 10). For example if you conduct an NPS survey and find that 12% of responses come from detractors, 15% from passives (scoring 7 or 8), and the remaining 73% come from supporters, then your NPS score is 73 - 12 = 61.