{"id":19666,"date":"2019-07-31T00:00:00","date_gmt":"2019-07-31T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/glossary-term\/net-promoter-score\/"},"modified":"2023-11-02T12:30:40","modified_gmt":"2023-11-02T19:30:40","slug":"net-promoter-score","status":"publish","type":"glossary","link":"https:\/\/www.helpshift.com\/glossary\/net-promoter-score\/","title":{"rendered":"Net Promoter Score\u00ae"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.helpshift.com\/glossary\/net-promoter-score\/#Why_Does_Net_Promoter_Score%C2%AE_Matter_in_Customer_Service\" title=\"Why Does Net Promoter Score\u00ae Matter in Customer Service?\">Why Does Net Promoter Score\u00ae Matter in Customer Service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.helpshift.com\/glossary\/net-promoter-score\/#How_Helpshift_Supports_Net_Promoter_Score%C2%AE\" title=\"How Helpshift Supports Net Promoter Score\u00ae\">How Helpshift Supports Net Promoter Score\u00ae<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>Net Promoter Score\u00ae, or NPS\u00ae,&nbsp; is a trademarked tool used widely to gauge customer experience and predict business growth as an outcome of that measure. It rates the willingness of customers to recommend a company\u2019s products and services to others. Net Promoter Score\u00ae is universally considered to be a core metric for customer experience management programs.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/NPS-Main.jpg\" alt=\"\" class=\"wp-image-5702\"\/><\/figure><\/div>\n\n\n<p>Net Promoter Score\u00ae is calculated by asking customers to answer one key question on a 0-10 scale. The question is typically some version of:<\/p>\n\n\n\n<p><em>\u201cBased on X experience, how likely are you to recommend Brand Y?\u201d<\/em><\/p>\n\n\n\n<p>The answers are then segmented into three buckets. The highest scores \u2014&nbsp;9s and 10s \u2014&nbsp;are considered to be \u201cPromoters\u201d who would definitely recommend your product. The mid-range scores \u2014&nbsp;7-8 \u2014&nbsp;are \u201cPassives\u201d who are satisfied but maybe not motivated to evangelize. And more than half the scores \u2014&nbsp;0-16 \u2014&nbsp;fall into the category of \u201cDetractors.\u201d These people are not happy, and their unhappiness is dangerous to your brand.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Why_Does_Net_Promoter_Score%C2%AE_Matter_in_Customer_Service\"><\/span><strong>Why Does Net Promoter Score<\/strong>\u00ae<strong> Matter in Customer Service?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Your overall Net Promoter Score\u00ae is an important metric for your customer service organization.&nbsp; Promoters are the customers who are apt to come back and tell their friends. In a time when recommendations are more important to consumers than advertising, your goal should certainly be to turn as many of your existing customers as possible into promoters. And since customers are far more vocal about bad experiences than good, your customer service is instrumental in turning any issues into positive resolutions \u2014&nbsp;and turning potential complaints into rave reviews of your customer service.&nbsp;<\/p>\n\n\n\n<p>Keep in mind, though, that while Net Promoter Score\u00ae is a good measure of how well your team is performing, it measures the outcome, not the process. A high Net Promoter Score\u00ae might indicate that a customer loves your product, but not necessarily reflect on your customer service. And it\u2019s not necessarily a true-to-life gauge of whether a customer will actually recommend your company to a friend. Still, Net Promoter Score\u00ae is a reasonable in-the-moment metric to help take the temperature of individual and collective customer sentiment.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_Helpshift_Supports_Net_Promoter_Score%C2%AE\"><\/span><strong>How Helpshift Supports<\/strong> <strong>Net Promoter Score<\/strong>\u00ae<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>The ability to ask in-app follow-up questions in Helpshift spurs on quick gathering of Net Promoter Score\u00ae metrics. And Helpshift\u2019s elevated customer service experience is apt to raise Net Promoter Scores\u00ae by taking the friction and the wait out of customer service experiences.<\/p>\n","protected":false},"author":8,"featured_media":19667,"template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[1],"acf":[],"taxonomy_info":{"category":[{"value":1,"label":"Uncategorized"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/NPS-Main.jpg",815,559,false],"author_info":{"display_name":"Erik Ashby","author_link":"https:\/\/www.helpshift.com\/author\/erikhelpshift-com\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19666"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/8"}],"version-history":[{"count":4,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19666\/revisions"}],"predecessor-version":[{"id":28786,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19666\/revisions\/28786"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/19667"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=19666"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/categories?post=19666"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}