NPS (Net Promoter Score) measures customer loyalty by asking how likely someone is torecommend a company to others, on a 0-10 scale.
NPS is a longer-range signal than CSAT. Where CSAT tells you how asingle interaction went, NPS tells you how the overall relationship is trending. A teamcan have strong CSAT on individual conversations while NPS quietly declines if customersare satisfied with support but frustrated with something else, like product quality orpricing.
Respondents are grouped into promoters (9-10), passives (7-8), and detractors (0-6). NPS is calculated as the percentage of promoters minus the percentage of detractors, producing a score that ranges from -100 to 100. Most companies survey NPS periodically (quarterly or after key milestones) rather than after every interaction, since it reflects the broader relationship rather than a single touchpoint. A common follow-up question, asking detractors and passives why they gave that score, turns NPS from a single number into a source of specific, actionable feedback about what's actually driving dissatisfaction.