Net Promoter Score (NPS)

Net Promoter Score (NPS) is a customer loyalty metric calculated from the question: 'How likely are you to recommend us to a friend or colleague?' Responses on a 0–10 scale categorise customers as Promoters (9–10), Passives (7–8), or Detractors (0–6). NPS is computed by subtracting the percentage of Detractors from the percentage of Promoters. Consistently high NPS correlates with revenue growth; low NPS signals churn risk. Contact centre AI directly influences NPS: faster resolution, lower effort, consistent quality, and around-the-clock availability all contribute to higher promoter rates.

For enterprise teams, Net Promoter Score (NPS) matters because real-world outcomes depend on how the capability is integrated, governed, and measured — not just on the underlying technology. Net Promoter Score (NPS) is a customer loyalty metric calculated from the question: 'How likely are you to recommend us to a friend or colleague?' Responses on a 0–10 scale categorise customers as Promoters (9–10), Passives (7–8), or Detractors (0–6).

Key Points

• Measures customer loyalty via a single 'would you recommend us?' question
• Promoters (9-10) minus Detractors (0-6) = NPS score
• High NPS correlates with revenue growth; low NPS signals elevated churn risk
• AI Agents improve NPS through faster resolution, lower effort, and 24/7 consistency
• Tracked alongside CES and CSAT in NiCE Cognigy Insights for holistic CX measurement