NPS (net promoter score)

NPS shows how willing customers are to recommend a company to friends.

Customers are asked: “How likely are you to recommend us, from 0 to 10?”. Answers 9–10 are promoters, 7–8 are passives, 0–6 are detractors. NPS equals the share of promoters minus the share of detractors.

Unlike CSAT, which rates a specific request, NPS reflects the attitude to the company as a whole.

Together CSAT and NPS give the full picture: how support works and how it affects loyalty.