NPS stands for Net Promoter Score and measures customer loyalty through a single question: how likely are you to recommend us to someone else, on a scale from 0 to 10. The answers sort customers into promoters, passives and detractors. Unlike a single satisfaction score, NPS captures the long term relationship, that is whether customers are ready to speak well of you. That makes it a good gauge of growth and word of mouth.
How to calculate NPS
- Promoters answer 9 or 10.
- Passives answer 7 or 8.
- Detractors answer 0 to 6.
NPS is the share of promoters minus the share of detractors, and can range from minus 100 to plus 100. With 50 percent promoters and 20 percent detractors, NPS is 30.
Examples of how NPS is used
- Relationship survey: once a quarter to the whole customer base to follow the long trend.
- After onboarding: you measure whether the start gave a good first experience.
- Per segment: you compare promoters across industries or size and see where you are strongest.
- As a basis for follow up: detractors are contacted directly so you can save the relationship.
Improve your NPS with lynes
An NPS score becomes useful only when you know why customers answer the way they do. In lynes, surveys, telephony and AI connect in one app, and our AI is developed in house. That means you can:
- send the NPS question automatically with lynes Survey at the right moment
- follow the trend and break down answers in analytics
- act quickly on detractors before a relationship is lost
NPS, CSAT and other metrics
- NPS shows loyalty and growth potential, not just satisfaction.
- Track the trend over time, not a single score.
- Combine it with CSAT for both the whole and individual experiences.
FAQ
What is a good NPS?
Anything above zero means more promoters than detractors. Compare with your own history and your industry.
How often should we measure?
Regularly, so you see a trend rather than single peaks. Quarterly is common.
Is NPS better than CSAT?
No, they measure different things and work best together.
Is one question enough?
The core question gives the score, but a follow up adds valuable context.
Want to understand what drives loyalty? Book a lynes demo.
