Metrics
What is NPS (Net Promoter Score)?
NPS, or Net Promoter Score, is a customer loyalty metric calculated by asking how likely a customer is to recommend the business on a scale of 0 to 10, then subtracting the percentage of detractors (0–6) from the percentage of promoters (9–10).
Also called: Net Promoter Score, promoter score
The score ranges from −100 to +100; 'passives' who answer 7 or 8 count toward the total but neither group. The follow-up question asking why is usually more useful than the number itself. In India, NPS surveys sent by SMS or email get low response rates that skew toward the very happy and the very angry, while a short phone call reaches a broader sample and lets customers explain in their own language.
NPS is only useful when enough customers respond and the reasons are captured alongside the score, and calling raises both. Outpero bulk campaigns can run an NPS call across a customer list, capture the score and the reason as custom fields, and attach sentiment to each call, so a business gets a tagged dataset it can act on rather than a single headline number.
What is NPS (Net Promoter Score)?
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NPS, or Net Promoter Score, is a customer loyalty metric calculated by asking how likely a customer is to recommend the business on a scale of 0 to 10, then subtracting the percentage of detractors (0–6) from the percentage of promoters (9–10). The score ranges from −100 to +100; 'passives' who answer 7 or 8 count toward the total but neither group. The follow-up question asking why is usually more useful than the number itself. In India, NPS surveys sent by SMS or email get low response rates that skew toward the very happy and the very angry, while a short phone call reaches a broader sample and lets customers explain in their own language.
Why does NPS (Net Promoter Score) matter?
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NPS is only useful when enough customers respond and the reasons are captured alongside the score, and calling raises both. Outpero bulk campaigns can run an NPS call across a customer list, capture the score and the reason as custom fields, and attach sentiment to each call, so a business gets a tagged dataset it can act on rather than a single headline number.
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