NPS(NPS)
Email and CRM
Email and CRM
NPS uses one question to measure how likely customers are to recommend you, on a 0–10 scale, subtracting the share of detractors from the share of promoters.
The value sits in the open follow-up question, not the number. That's where you hear why people stay or leave.
Compare mainly against yourself over time. Industry averages vary too much for an absolute score to mean much.
Related terms
- CSATCSAT is the customer satisfaction score: right after an interaction you ask how satisfied someone was, usually on a 1–5 scale.
- RetentionRetention is the share of customers who keep buying over time. Its opposite is churn: the share that leaves.
- ChurnChurn is the share of customers or subscribers leaving within a period. It's the counterpart of retention.