Net Promoter Score, or NPS, is a business metric used to gauge customer loyalty and satisfaction. It is usually derived from a simple question: how likely are you to recommend a company or service to others? In practice, a high NPS suggests customers trust the experience; a low score can signal friction, confusion, or loss of confidence.
In cyber security, NPS matters because security controls shape user experience. Stronger authentication, password resets, fraud checks, and incident notifications can all improve protection but also add friction. Security teams may track NPS alongside operational metrics to see whether controls are protecting the business without driving customers away. Attackers can exploit poor customer experience too, using support confusion, fake help desks, or convincing phishing messages that mimic service problems. For defenders, NPS is useful when it helps connect security decisions to real customer impact, not when it is treated as a standalone success measure.