Net promoter score (NPS)

Net promoter score (NPS) is a metric used to measure customer loyalty and satisfaction. NPS is a critical contact center KPI. It’s assessed by asking consumers questions like how likely they are to recommend a product or service to others on a scale of 0 to 10. It is a common way to gauge customer experience (CX).

How do you calculate an NPS score?

To calculate NPS, the first step is to ask a question that can be answered on a scale from 0 to 10. The most common question is how likely would you be to recommend us to a friend or colleague?

Based on the respondents answers, they can then be categorized as:

• Promoters (scores 9 to 10): They’re your company’s most loyal customers.
• Passives (scores 7 to 8): They’re not exactly loyal but also don’t speak negatively about the company.
• Detractors (scores 0 to 6): They’re unlikely to recommend your company or product to others, and could even discourage potential customers.

Once the numbers are in, you can get the NPS score by subtracting the percentage of detractors from the percentage of promoters. 

NPS score formula

The score ranges between -100 to +100.

What is a good NPS score?

According to SurveyMonkey’s global benchmark data, the average score is +32. 

Here’s a closer look at the global benchmark numbers:

• The bottom 25% of performers) have an NPS of 0 or lower.
• The median NPS is +44. 
• The top 25% of performers have an NPS of +72 or higher.

What are the advantages of calculating NPS?

1. Provides a look into the health of your customers and focuses on areas of improvement.
2. Measures the likelihood of customer retention and revenue churn.
3. Provides a look into how a company fares against its competitors.