Net Promoter Score (NPS)

Key figure that measures the success and customer satisfaction of a business.

A standardised customer survey provides ratings from customers that can be used to determine a comparable cross-company measured value. The net promoter score (NPS) of strategic customers (HoReCa and Traders) in METRO countries is one of the main key figures that METRO uses to measure and verify the implementation status of the sCore strategy. The NPS is determined by subtracting the percentage of detractors from the percentage of supporters.