Net Promoter Score (NPS)
A metric gauging customer satisfaction and loyalty based on survey responses.
What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend a company, product, or service to others. It helps businesses understand customer sentiment and identify opportunities to improve their experience.
How is the Net Promoter Score calculated?
Customers rate their likelihood of recommending a business on a scale of 0 to 10. Their responses fall into three groups:
- Promoters (9–10): Loyal customers who are likely to recommend the business.
- Passives (7–8): Satisfied customers who may not actively recommend it.
- Detractors (0–6): Unhappy customers who may discourage others from using it.
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
NPS = % Promoters − % Detractors
For example, if 60% of respondents are promoters and 20% are detractors, the NPS is 40.
Benefits of Net Promoter Score
- Understand customers’ willingness to recommend your business.
- Use feedback to uncover dissatisfaction and areas for improvement.
- Compare scores over time to evaluate service improvements.
For more customer service metrics, read our guide to customer service metrics.
How does Desk365 help collect customer feedback?
Desk365 helps support teams collect customer feedback through configurable surveys sent when tickets are resolved or closed. Teams can create surveys with rating scales and additional questions to understand how customers feel about their support experience.
By reviewing customer ratings and comments, agents can identify recurring issues, spot service gaps, and find opportunities to improve customer satisfaction. This feedback can also help teams assess customer loyalty and support their NPS measurement efforts.
Learn how to create and send customer surveys in Desk365.
