What is NPS?
Net Promoter Score
Net Promoter Score (NPS) is a customer loyalty metric that measures the likelihood of customers recommending your company to others. Based on a single question—'How likely are you to recommend us?'—respondents are classified as Promoters (9-10), Passives (7-8), or Detractors (0-6). NPS is calculated by subtracting the percentage of Detractors from Promoters.
Calculating NPS
NPS = % Promoters − % Detractors
- Promoters (9-10) — Loyal enthusiasts who will recommend you
- Passives (7-8) — Satisfied but unenthusiastic customers
- Detractors (0-6) — Unhappy customers who may damage your brand
NPS ranges from -100 to +100. Scores above 0 are generally positive; above 50 is excellent.
NPS vs CSAT
CSAT measures satisfaction with a specific interaction. NPS measures overall loyalty and likelihood to recommend. Contact centers often track both—CSAT for operational improvements, NPS for strategic customer relationship insights.
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