NPS (Net Promoter Score)

Net Promoter Score (NPS) is a simple but powerful customer loyalty metric based on a single survey question: "How likely are you to recommend this company to a friend or colleague?" on a 0-10 scale.

NPS Calculation

• Promoters: Respondents who answer 9-10; actively recommend.
• Passives: Respondents who answer 7-8; satisfied but not vocal.
• Detractors: Respondents who answer 0-6; dissatisfied, likely to churn.

NPS = (% Promoters - % Detractors). Score ranges from -100 (all detractors) to +100 (all promoters).

NPS Benchmarks

• Above +50: Excellent (rare, high-performing companies).
• 0 to +50: Good (healthy business).
• Below 0: Poor (customers are detractors; risk of churn).

Why NPS Matters

NPS is strongly correlated with revenue growth, customer retention, and lifetime value. A single-question survey is easy to deploy at scale, making NPS ideal for tracking loyalty trends over time.

How AI Voice Agents Improve NPS

By handling calls efficiently (24/7, zero wait, instant resolution), AI voice agents improve the overall customer experience, leading to higher NPS. Organizations typically see NPS improve 5-20 points within 6 months of deploying AI voice agents.