Net Promoter Score (NPS)
Qu'est-ce que Net Promoter Score (NPS)?
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Net Promoter Score (NPS) measures how likely customers are to recommend a business to others. It comes from a single survey question — 'How likely are you to recommend us?' answered on a 0-10 scale — and is calculated as the percentage of promoters (scores 9-10) minus the percentage of detractors (scores 0-6), producing a value from -100 to +100. Unlike CSAT, which scores one specific interaction, NPS tracks the customer's overall relationship with the brand.
More detail
Respondents scoring 7-8 are passives: they count toward the survey total but are excluded from both the promoter and detractor buckets, so a shift of passives into promoters raises the score even when detractors stay flat.
NPS is a relationship-level metric best read as a trend across periodic survey waves rather than judged from a single wave — one campaign's respondents may skew differently from another's, while a sustained rise or fall in the trend is the signal worth acting on.
Contact centers and CX teams typically pair NPS with transaction-level metrics like CSAT and sentiment analysis: NPS frames the customer's broader loyalty to the brand, while the interaction-level metrics show how a specific agent, call, or resolution landed.
Questions fréquentes
- How is Net Promoter Score calculated?
- Subtract the percentage of detractors (scores 0-6) from the percentage of promoters (scores 9-10), ignoring passives (scores 7-8) in that calculation. If 60% of respondents are promoters and 15% are detractors, the NPS is 45 — a single number that can range from -100 to +100.
- What is the difference between NPS and CSAT?
- CSAT (Customer Satisfaction Score) measures satisfaction with one specific interaction, collected right after it ends; NPS measures the customer's overall likelihood to recommend the brand as a whole, collected periodically rather than after every interaction. Most CX teams track both — CSAT for interaction quality, NPS for relationship-level loyalty.
- How often should NPS be surveyed?
- Periodically rather than after every contact — quarterly or semiannual waves are common — so the trend can be compared across comparable samples. Surveying after every interaction would measure the interaction, which is what CSAT is for; NPS is designed to capture the ongoing relationship.
See also
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