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Customer Service vocabulary · Service Metrics & Quality

Net Promoter Score

Meaning in customer service, with examples

nounCommon term

In customer service, Net Promoter Score means: A measure of customer loyalty based on one question: how likely, on a scale from 0 to 10, a customer is to recommend the company to a friend.

In Turkish: Net Tavsiye Skoru, NPS

How it is used

Shortened to NPS. People who answer 9 or 10 are promoters, 7 or 8 passives and 0 to 6 detractors. The score is the percentage of promoters minus the percentage of detractors, so it ranges from -100 to +100. It measures the overall relationship rather than one call.

Example sentences

  1. Our Net Promoter Score rose from 21 to 35 after we improved delivery times.

  2. The Net Promoter Score survey goes out to customers 30 days after they sign up.

Common collocations

  • Net Promoter Score survey
  • NPS score
  • promoters and detractors
  • improve NPS
  • customer loyaltyA customer's wish to keep buying from the same company, even when competitors are available.
  • CSATCustomer satisfaction score: a measure based on short surveys that ask customers how satisfied they were with a product or with one interaction.
  • surveyA set of questions sent to customers to collect their opinions, for example right after a call or a purchase.
  • churnThe loss of customers who stop using a company's service or cancel their subscription during a certain period.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Service Metrics & Quality

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