Net Promoter Score (NPS)
Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend a company on a 0-10 scale, categorizing them as promoters (9-10), passives (7-8), or detractors (0-6).
In Depth
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, yielding a score from -100 to +100. It has become the standard benchmark for customer loyalty across industries. In customer support, NPS is a lagging indicator that reflects the cumulative quality of all customer interactions.
Poor support experiences create detractors who actively discourage others from buying. Excellent support creates promoters who drive organic growth through referrals. AI-powered support impacts NPS by ensuring consistent quality across every interaction — no more agent lottery where the experience depends on who picks up the ticket.
GuruSup customers typically see NPS improvements of 15-25 points within 6 months of deployment, driven by faster resolutions, 24/7 availability, and elimination of repetitive frustrations that create detractors.
Related Terms
CSAT Score
CSAT (Customer Satisfaction Score) is a metric that measures how satisfied customers are with a specific interaction or overall service, typically collected through post-interaction surveys.
Customer Effort Score (CES)
Customer effort score (CES) is a metric that measures how much effort a customer had to exert to get their issue resolved, their question answered, or their request fulfilled through a support interaction.
Customer Lifetime Value (CLV)
Customer Lifetime Value (CLV) is the total revenue a business can expect from a single customer account throughout the entire duration of their relationship.
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