What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a customer loyalty metric that gauges how likely customers are to recommend a company’s product or service. It’s widely used in call centers to evaluate customer experience and long-term satisfaction.
How is NPS Calculated?
NPS is calculated by asking customers: ‘On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?’
Respondents are categorized as:
– Promoters (9–10): Loyal enthusiasts
– Passives (7–8): Satisfied but unenthusiastic
– Detractors (0–6): Unhappy customers
NPS = % of Promoters – % of Detractors
Types of NPS Programs
Transactional NPS
Measures customer sentiment immediately after an interaction, such as a support call or chat.
Relational NPS
Measures overall brand perception and customer loyalty on a recurring basis (e.g., quarterly surveys).
Why NPS Matters in Call Centers
– Tracks long-term customer satisfaction
– Identifies service gaps and improvement areas
– Provides benchmarks for team performance
– Predicts customer retention and churn
Best Practices for Using NPS
– Follow up with detractors to resolve concerns
– Celebrate promoters and learn what works
– Use NPS feedback to coach agents
– Combine with other KPIs like CSAT and FCR
What is a Good NPS?
An NPS above 0 is considered good, above 30 is great, and above 70 is excellent. Benchmarks vary by industry.
Related Topics for Further Reading
– CSAT (Customer Satisfaction Score)
– First Call Resolution (FCR)
– Customer Experience (CX)
– Agent Coaching
– Feedback Loops
