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 metric used to measure customer satisfaction and loyalty based on their likelihood to recommend a company’s products or services to others. It is a widely adopted customer experience metric that provides insights into overall customer sentiment. 

How is the Net Promoter Score Calculated?

The calculation of Net Promoter Score is based on a simple survey question: 

  • Survey Question: Customers are asked the question: “On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?” 
  • Response Categorization: Based on their responses, customers are categorized into three groups: 
  • Promoters (score 9-10): Customers who are highly satisfied and likely to recommend. 
  • Passives (score 7-8): Customers who are satisfied but may not actively promote the product or service. 
  • Detractors (score 0-6): Customers who are dissatisfied and unlikely to recommend.

The score can range from -100 to +100, with a higher score indicating a more positive NPS. 

How is NPS measured in Desk365?

In Desk365, measuring NPS typically involves integrating survey capabilities into the support processes. Here’s how it works: 

  • Desk365 automates the delivery of NPS surveys to customers after a ticket is closed or resolved. 
  • Responses from customers are captured within Desk365’s reporting system. 
  • The system provides analytics and reporting features, allowing support managers and teams to track changes in customer sentiment.


Support Guide: Create and send customer surveys from Desk365 

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