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
