Glossary
Net Promoter Score (NPS)
Net Promoter Score (NPS) is built on a single question: how likely is the customer to recommend your company, on a scale from 0 to 10. NPS equals the percentage of promoters minus the percentage of detractors and ranges from −100 to +100.
Why it mattersIt tracks with repeat purchases and referrals, which is why leadership watches it.
Also called: Net Promoter Score, NPS, Customer loyalty score
NPS = % promoters − % detractorsPromoters give 9-10, passives 7-8, and detractors 0-6. Passives aren't in the formula, but they count toward the total number of responses.How it works
How it works
Customers are asked, "How likely are you to recommend us to a friend or colleague?" and give a score from 0 to 10. A second question, "Why?", is often added. Based on their scores, customers fall into three groups.
Example
Example
Out of 200 responses, 110 come from promoters (55%), 50 from passives (25%), and 40 from detractors (20%). NPS = 55 − 20 = 35.
Passives don't appear in the formula, but they are in the denominator: if those same 50 people became promoters, NPS would rise to 80 − 20 = 60.
Use cases
NPS and the contact center
Overall NPS rates the company as a whole: product, price, and service. You can also ask it right after an interaction to see how the contact center affects how customers feel about you. How satisfied a customer is with the conversation itself is better measured by CSAT.
- Call detractors back within 1-2 days and find out what went wrong
- Tag the reasons from the "Why?" answers and track the top five
- Compare NPS for customers who contacted you recently with those who didn't
In CONTACT.WORK
How it works in CONTACT.WORK
The NPS question is asked after the call – in the IVR, a chatbot, or a text message. Responses and the score appear in platform reports alongside CSAT. To call detractors back, use the auto dialer: it works through the list and connects an agent only when the customer picks up.
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Where to use it
Backlinks
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Glossary