Glossary

What is NPS (Net Promoter Score)?

Net Promoter Score (NPS) is a customer loyalty metric that measures the likelihood of customers recommending a company to others. It asks: 'How likely are you to recommend us?' on a scale of 0–10.

NPS categorises respondents as Promoters (9–10), Passives (7–8), and Detractors (0–6). The score is calculated as: % Promoters minus % Detractors, ranging from -100 to +100. NPS is typically collected periodically (quarterly or annually) rather than after individual interactions.

InboxCentral supports NPS surveys alongside CSAT and CES, with automatic scheduling, multi-channel delivery, and trend analytics.

Related InboxCentral feature

Surveys

Related terms

CES (Customer Effort Score)

A metric measuring how easy it was for a customer to resolve an issue.

CSAT (Customer Satisfaction Score)

A metric measuring customer satisfaction with a specific interaction.

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