Zoona AINet Promoter Score (NPS)
Published June 27, 2025
Explore what NPS really tells you about customer loyalty, how to calculate it, and what to do with your score once you have it.
What is net promoter score (NPS)
Net Promoter Score measures customer loyalty by asking how likely a customer is to recommend your company to others. Unlike CSAT, NPS captures brand sentiment, not just one-off interactions.
Impact of net promoter score (NPS) in customer support
A high Net Promoter Score (NPS) means customers are loyal advocates, and support plays a major role in that. A low score post-support indicates deep-seated dissatisfaction, either with the interaction or the product. NPS can drive strategic insights into product development, retention, and marketing efforts.
Formula + Example/Use Case
Formula:
% of Promoters (9–10 ratings) – % of Detractors (0–6 ratings)
Example:
If 60% are Promoters, 20% are Detractors, and 20% are Passive, NPS = 60 – 20 = +40.
What affects net promoter score (NPS)
- Overall experience quality: Customers don’t just rate one touchpoint—they rate the full journey.
- Issue resolution outcomes: Leaving a ticket unresolved or poorly handled will tank NPS.
- Agent empathy and professionalism: Interactions with agents can shift brand perception positively or negatively.
- Product or service fit: Even great support can’t fully redeem a fundamentally misaligned product.
How to improve net promoter score (NPS)
- Ensure comprehensive resolutions: Don’t just close the ticket—make sure the customer is satisfied and the root cause is addressed.
- Follow up after complex issues: Reach out proactively to confirm satisfaction for high-impact tickets.
- Share feedback across departments: Let marketing, product, and CX teams learn from NPS responses to drive wider improvements.
Benefits
- Tracks long-term customer loyalty: Helps you understand whether support translates to advocacy.
- Identifies brand promoters and detractors: Useful for referrals, testimonials, or recovery efforts.
- Links support success to revenue outcomes: Loyal customers spend more, churn less, and refer others.
Related Metrics
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