Net promoter score

What is the net promoter score (NPS)?

The net promoter score (NPS) is an important indicator for measuring customer satisfaction and customer loyalty. It is based on the question: “How likely is it that you would recommend our company/product/service to a friend or colleague?”

Customer groups in the NPS model

Customers' answers to the question are given on a scale from 0 (very unlikely) to 10 (very likely). This allows customers to be easily classified into the following categories:

• Promoters (9-10): Very satisfied and loyal customers who actively recommend and contribute positively to brand perception.

• Indifferent (7-8): Basically satisfied customers, but with no particular loyalty – they rarely actively recommend.

• Detractors (0-6): Dissatisfied customers who represent a risk of churn and potentially speak negatively about the company.

Importance of the NPS in the contact center

In customer service and especially in contact centers, the NPS is a key indicator for the perception of service quality. Its importance lies in the following aspects:

• Measurement of service satisfaction: provides direct feedback on the customer experience after a contact.

• Early warning system: Helps to identify dissatisfied customers at an early stage and make targeted improvements.

• Optimization basis: Serves as a basis for training, process improvements or product adjustments.

• Retention indicator: A high NPS indicates that customers trust the company and remain loyal in the long term.