NPS (Net Promoter Score) — Net Promoter Score
What is NPS (Net Promoter Score)?
NPS (Net Promoter Score) measures a customer's overall likelihood to recommend a business to others, gathered via a single “how likely are you to recommend us, 0-10” survey and calculated as the percentage of promoters (9-10) minus the percentage of detractors (0-6). Unlike CSAT, which scores one specific interaction, NPS reflects a customer's overall relationship with the brand and is typically surveyed periodically rather than after every contact.
More detail
Respondents scoring 7-8 are passives — counted in the survey total but excluded from both the promoter and detractor buckets, so they pull the overall NPS number toward neither extreme.
NPS is a relationship-level metric best tracked as a trend over time rather than judged from a single survey wave, since one campaign's respondents may skew differently from another's.
Frequently asked
- How is NPS calculated from survey responses?
- NPS subtracts the percentage of detractors (scores 0-6) from the percentage of promoters (scores 9-10), ignoring passives (7-8) in that calculation, producing a single number that can range from -100 to +100.
- Should a contact center track NPS instead of CSAT?
- They answer different questions and are usually tracked together — CSAT shows how a specific interaction or agent performed, while NPS shows the customer's broader loyalty to the brand as a whole.
See also
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