NPS (Net Promoter Score)
NPS (Net Promoter Score) is a measure of customer loyalty based on a single question: how likely is a customer to recommend your product or service?
The NPS survey asks customers to rate likelihood to recommend on a 0–10 scale. Responses are grouped: 9–10 are promoters, 7–8 are passives, and 0–6 are detractors. The score is the percentage of promoters minus the percentage of detractors, ranging from -100 to +100.
NPS is a relationship metric — it reflects overall sentiment toward your brand, not a single interaction. It is usually collected on a periodic basis or at key lifecycle moments rather than after every support ticket.
Support quality influences NPS, but so do product quality, price, and other factors. Teams often track both NPS and CSAT: CSAT tells you how individual interactions landed, NPS tells you where the relationship stands.