Glossary
Net Promoter Score (NPS)
A 0-to-10 survey question that measures how likely a customer is to recommend you, scored as percent promoters minus percent detractors.
Net Promoter Score is a single-question survey that asks how likely a customer is to recommend you on a 0-to-10 scale. Scores of 9 or 10 are promoters, 7 or 8 are passives, and 0 to 6 are detractors. NPS is the percentage of promoters minus the percentage of detractors. Typical SaaS results land between 30 and 50 for healthy products. NPS is more about the product and overall brand than about a single support interaction, so use it for trend tracking at the company level rather than evaluating individual tickets. Pair with CSAT for a complete picture.
Related terms
- Customer satisfaction (CSAT): A survey-based score, usually 1 to 5 or 1 to 7, that measures how satisfied a customer was with a single support interaction.
- Customer effort score (CES): A 1-to-7 survey score that measures how hard a customer had to work to get their issue resolved.