What is Net Promoter Score (NPS)?

Net Promoter Score (NPS) gauges customer loyalty with one question: "How likely are you to recommend us?" on a 0–10 scale. Respondents are grouped into promoters (9–10), passives (7–8) and detractors (0–6); NPS is the percentage of promoters minus detractors, ranging from -100 to +100.

Unlike CSAT (which measures one interaction), NPS measures overall relationship loyalty. Contact-centre quality has a direct impact on NPS — poor handling creates detractors fast.

Linking QA and coaching to NPS movement helps prove that quality investment drives loyalty and revenue.