Glossary
Net Promoter Score (NPS®)
contact center
customer experience
digital experience
The Net Promoter Score is a simple, easy-to-understand customer experience metric that gauges a customer’s likelihood to recommend a product or solution to a friend or colleague using an 11-point scale. Organizations subtract the percentage of detractors (that is respondents with a score of 0-6) from the percentage of promoters (respondents with a score of 9-10) to calculate an overall NPS score. NPS scores can range anywhere from -100 to 100. NPS is most effective when used to compare the NPS of a given brand with the NPS scores of competitors using a double-blind, independent research firm. The most valuable aspect of NPS is uncovering why customers provide a given score. In some organizations, NPS is used as a proxy for gauging overall customer satisfaction with a company’s product or service as well as overall customer loyalty.
