What is NPS?

Net Promoter Score (NPS) is a metric that measures customer loyalty and satisfaction. It's calculated based on responses to a single question: "On a scale of 0 to 10, how likely are you to recommend this product/service/company to a friend or colleague?" Based on their responses, customers are classified into three categories:

Promoters (score 9-10): These are customers who are extremely satisfied with your product/service and are likely to recommend it to others.

Passives (score 7-8): These are customers who are satisfied with your product/service, but may not be as enthusiastic as promoters. They may or may not recommend your product/service to others.

Detractors (score 0-6): These are customers who are dissatisfied with your product/service and are unlikely to recommend it to others. They may even actively discourage others from using your product/service.

To calculate your NPS score, you need to subtract the percentage of detractors from the percentage of promoters. The resulting number can range from -100 to +100, with a higher score indicating greater customer loyalty and satisfaction.

For example, if 50% of respondents are promoters and 20% are detractors, your NPS score would be 30 (50 - 20 = 30). This means that overall, your customers are more satisfied than dissatisfied, but there is still room for improvement.

NPS Gauge

The Net Promoter Score (NPS) Gauge is a powerful tool on Alterna CX that allows you to measure and track customer loyalty. The NPS Gauge is a visual representation of the Net Promoter Score, which is a metric that measures how likely your customers are to recommend your product or service to others.

To calculate your NPS score, you need to subtract the percentage of detractors from the percentage of promoters. The resulting number can range from -100 to +100, with a higher score indicating greater customer loyalty and satisfaction.

For example, if 50% of respondents are promoters and 20% are detractors, your NPS score would be 30 (50 - 20 = 30). This means that overall, your customers are more satisfied than dissatisfied, but there is still room for improvement

The NPS Gauge on Alterna CX displays your overall NPS score as a percentage, along with a color-coded visual indicator that helps you quickly assess your customer loyalty levels.