What is Net Promoter Score (NPS)? Net Promoter, developed by Satmetrix, Bain & Company, and Fred Reichheld, is now the worldwide standard for organizations to measure, understand, and improve their customer experience. NPS is a management tool that gauges customer satisfaction toward a brand. Net Promoter is a management philosophy: both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. NPS is a straightforward metric that helps companies and every employee understand and be accountable for how they engage with customers and can be used as a form of member satisfaction feedback and for event/program evaluation. From The Net Promoter System, the official NPS site.