Net Promoter Score (NPS)

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? 2/3rd of Fortune 1000 companies use NPS to measure customer experience and loyalty.

1. What is Net Promoter Score (NPS)?

Net Promoter Score (NPS) is a customer experience metric that measures customer loyalty and satisfaction based on a single question: “How likely are you to recommend our product or service to others?” Responses are rated on a scale from 0 to 10.

2. What is a good NPS (Net Promoter Score)?

A good NPS score varies by industry, but generally:

• Above 0 = More promoters than detractors (positive sign)
• Above 30 = Strong performance
• Above 70 = Exceptional loyalty and customer satisfaction

Top-performing brands often maintain NPS scores above 60.

3. How is an NPS score calculated?

NPS is calculated by subtracting the percentage of Detractors (0–6 scores) from the percentage of Promoters (9–10 scores):

NPS=%Promoters−%Detractors

Passives (7–8 scores) are counted but don’t affect the score directly.

Platforms like Convin can analyze call sentiment and post-call surveys to help improve NPS by identifying friction points across the customer journey.