What is Net Promoter Score (NPS)?
A metric measuring customer loyalty and likelihood to recommend a company to others.
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend a company, product, or service to others. It is widely used as an indicator of overall customer health and future growth potential.
How NPS Works
NPS is based on a single question:
How likely are you to recommend [Company] to a friend or colleague?
Customers respond on a 0-10 scale:
- Promoters (9-10): Loyal enthusiasts who will refer others
- Passives (7-8): Satisfied but not enthusiastic
- Detractors (0-6): Unhappy customers who may damage reputation
NPS Formula: % Promoters - % Detractors
NPS Benchmarks
- Below 0: Room for significant improvement
- 0-30: Good
- 30-50: Great
- 50-70: Excellent
- 70+: World-class
NPS by Industry
- SaaS: 30-40 average
- E-commerce: 40-50 average
- Financial services: 25-35 average
- Airlines: 20-30 average
Support Impact on NPS
Customer service significantly affects NPS:
- Resolved issues: Turn detractors into promoters
- Poor experiences: Create vocal detractors
- Speed: Fast resolution improves loyalty
- Effort: Easy support increases promotion
NPS vs CSAT
- NPS: Overall relationship and loyalty
- CSAT: Specific interaction satisfaction
Both matter but measure different things.
Improving NPS with AI Support
AI can boost NPS by:
- Consistent excellence: Every interaction is high quality
- Faster resolution: Problems solved quickly
- Lower effort: Easy to get help
- Always available: Help when customers need it
Maven AGI Difference: Support experiences drive NPS. When customers get fast, accurate resolution 90%+ of the time, loyalty follows. Our focus on resolution - not deflection - creates the experiences that turn customers into promoters.
Book a demo to improve customer loyalty.
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