Net Promoter Score (NPS)

A metric gauging customer satisfaction and loyalty based on survey responses.

What is Net Promoter Score (NPS)?

Net Promoter Score (NPS) is a metric used to measure customer satisfaction and loyalty based on their likelihood to recommend a company’s products or services to others. It is a widely adopted customer experience metric that provides insights into overall customer sentiment.

How is the Net Promoter Score Calculated?

The calculation of Net Promoter Score is based on a simple survey question:

Survey Question: Customers are asked the question: “On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?”
Response Categorization: Based on their responses, customers are categorized into three groups:
Promoters (score 9-10): Customers who are highly satisfied and likely to recommend.
Passives (score 7-8): Customers who are satisfied but may not actively promote the product or service.
Detractors (score 0-6): Customers who are dissatisfied and unlikely to recommend.

The score can range from -100 to +100, with a higher score indicating a more positive NPS.

How is NPS measured in Desk365?

In Desk365, measuring NPS typically involves integrating survey capabilities into the support processes. Here’s how it works:

Desk365 automates the delivery of NPS surveys to customers after a ticket is closed or resolved.
Responses from customers are captured within Desk365’s reporting system.
The system provides analytics and reporting features, allowing support managers and teams to track changes in customer sentiment.

Support Guide: Create and send customer surveys from Desk365