Net Promoter Score (NPS) measures customer loyalty and the likelihood of word-of-mouth growth. Respondents answer one question—"How likely are you to recommend us to a friend or colleague?"—on a 0–10 scale and are grouped as:
- Promoters (9–10): loyal advocates
- Passives (7–8): satisfied but unenthusiastic
- Detractors (0–6): unhappy customers who may spread negative sentiment
Formula:
NPS = % Promoters − % Detractors
Scores range from −100 to +100. NPS is often collected relationally (periodically across the customer base) or transactionally (after a key interaction such as a support resolution).
Why it matters for support teams: Transactional NPS tied to support interactions helps leaders understand whether the support experience is strengthening or eroding customer loyalty. It complements CSAT's interaction-level view with a broader relationship signal.