Net Promoter Score (NPS)

What is net promoter score (NPS)

Net Promoter Score measures customer loyalty by asking how likely a customer is to recommend your company to others. Unlike CSAT, NPS captures brand sentiment, not just one-off interactions.

Impact of net promoter score (NPS) in customer support

A high Net Promoter Score (NPS) means customers are loyal advocates, and support plays a major role in that. A low score post-support indicates deep-seated dissatisfaction, either with the interaction or the product. NPS can drive strategic insights into product development, retention, and marketing efforts.

Formula + Example/Use Case

Formula:
% of Promoters (9–10 ratings) – % of Detractors (0–6 ratings)

Example:
If 60% are Promoters, 20% are Detractors, and 20% are Passive, NPS = 60 – 20 = +40.

What affects net promoter score (NPS)

• Overall experience quality: Customers don’t just rate one touchpoint—they rate the full journey.
• Issue resolution outcomes: Leaving a ticket unresolved or poorly handled will tank NPS.
• Agent empathy and professionalism: Interactions with agents can shift brand perception positively or negatively.
• Product or service fit: Even great support can’t fully redeem a fundamentally misaligned product.

How to improve net promoter score (NPS)

• Ensure comprehensive resolutions: Don’t just close the ticket—make sure the customer is satisfied and the root cause is addressed.
• Follow up after complex issues: Reach out proactively to confirm satisfaction for high-impact tickets.
• Share feedback across departments: Let marketing, product, and CX teams learn from NPS responses to drive wider improvements.

Benefits

• Tracks long-term customer loyalty: Helps you understand whether support translates to advocacy.
• Identifies brand promoters and detractors: Useful for referrals, testimonials, or recovery efforts.
• Links support success to revenue outcomes: Loyal customers spend more, churn less, and refer others.