Net Promoter Score (NPS)

Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction based on one simple question: "On a scale from 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?" Responses are used to classify customers into Promoters, Passives, and Detractors, providing insights into customer satisfaction and loyalty trends. 

In contact centers, NPS is crucial for assessing the effectiveness of customer service interactions and guiding improvements. By tracking NPS, contact centers can identify areas for enhancing service delivery, fostering positive customer experiences, and ultimately driving business growth through customer loyalty and referrals.

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