Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product or service to others. Customers rate their likelihood on a 0-10 scale and are classified as Promoters (9-10), Passives (7-8), or Detractors (0-6). NPS = % Promoters minus % Detractors.
NPS is calculated from a single survey question: "How likely are you to recommend [Company] to a friend or colleague?" on a 0-10 scale.
**NPS = % Promoters - % Detractors** (score ranges from -100 to +100)
Unlike CSAT (which measures individual interaction satisfaction), NPS measures overall brand relationship and loyalty. A customer might rate a single support interaction 5/5 (high CSAT) but still be a Detractor on NPS because of product dissatisfaction. The two metrics complement each other.
In practice, nps (net promoter score) should be evaluated by what it changes in the support workflow. Ask whether it improves answer accuracy, reduces repeated agent work, clarifies handoff decisions, or makes reporting easier. If the answer is only "it sounds modern," the concept is not yet operational.
A concrete example is post-support nps survey: After resolving a support conversation, the customer receives an NPS survey a few days later. Analysis reveals that customers who received AI-resolved answers within 5 seconds have an NPS 15 points higher than those who waited 2+ hours for email responses, quantifying the AI support ROI in loyalty terms.
The simplest takeaway is: NPS measures overall brand loyalty on a -100 to +100 scale: Promoters (9-10) minus Detractors (0-6)
NPS varies by industry. Generally: above 0 is acceptable, above 30 is good, above 50 is excellent, and above 70 is world-class. SaaS companies average 30-40. B2C companies average 20-30. Compare your NPS to industry benchmarks rather than absolute numbers.
CSAT measures satisfaction with a specific interaction ("How was this support experience?"). NPS measures overall brand loyalty ("How likely are you to recommend us?"). A customer can have high CSAT (great support experience) but low NPS (unhappy with the product overall). Both metrics are valuable and complementary.
Most companies survey NPS quarterly or semi-annually to track trends. Avoid surveying the same customer more than once per quarter to prevent survey fatigue. Transactional NPS (sent after specific interactions) can be more frequent but should be distinguished from relationship NPS.
NPS follow-up comments reveal that Detractors frequently mention "confusing billing" and "hard to cancel." The team creates clear billing FAQ articles and a simple cancellation flow in the AI chatbot. Six months later, billing-related Detractor comments drop by 60%.
Yes, indirectly. AI chatbots that resolve issues instantly, provide accurate information, and offer seamless human handoff create positive support experiences. Support quality is one of the top 3 drivers of NPS. Teams that deploy AI chatbots typically see NPS increases of 5-15 points within 6 months as support speed and consistency improve.
NPS stands for Net Promoter Score. Customers answer one question on a 0-10 scale: "How likely are you to recommend us?" Scores 9-10 are Promoters, 7-8 Passives, and 0-6 Detractors. NPS is calculated as the percentage of Promoters minus the percentage of Detractors, giving a number between -100 and +100.
In healthcare, NPS is most often the same Net Promoter Score, applied to patient experience instead of customers. Note that "NPS" can also be used as an unrelated abbreviation in clinical contexts (for example, neuropsychiatric symptoms or numeric pain scale), so the meaning depends on the document.
