Net Promoter Score (NPS)

The Net Promoter Score (NPS) is an index that ranges from 0 to 10 in order to measure the willingness of customers to recommend a product or service to others.

A company’s net promoter score is a proxy for discerning customer satisfaction and brand loyalty.

NPS is a critical contact center KPI. Net promoter scores are calculated by asking customers a question and having their response gauged on the corresponding scale. This provides quality quantitative feedback in order to measure customer experience (CX).

Based on the response, NPS scores generally fall under three categories:

  • Promoters (scores 9 to 10): They’re your brand advocates.
  • Passives (scores 7 to 8): They’re not exactly loyal, but won’t vocally disparage your business.
  • Detractors (scores 0 to 6): Will not recommend your company, may speak against it.

NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters.