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).
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:
Once the numbers are in, you can get the NPS score by subtracting the percentage of detractors from the percentage of promoters.
The score ranges between -100 to +100.
According to SurveyMonkey’s global benchmark data, the average score is +32.
Here’s a closer look at the global benchmark numbers: