Learn how the NPS score works

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ChatGPT for customer service Update on AI dedicated tocustomer service Today, the market is flooded with AI products and promises.But some processes are better to entrust to experts. Zendesk AI, powered bybillions of real customer service interactions, powers tangible applications toimprove the customer experience, both live and behind the scenes. To learn moreabout generative AI in customer serviceHow does the NPS score work? , as well as best practices for measuring it. By ThomasVerney Last updated November 9, 2023 Illustration representing a cutting matwith geometric shaped objects, pencils, a felt-tip pen, as well as a graphicstablet stylus. Net Promoter Score in brief The NPS score, or Net PromoterScore, is an

indicator allowing you to develop strategies to improve youroffer to your  Chinese Australia Phone Number List customers. Concretely, it corresponds to the rate of users whosay they would recommend your product or service to their loved ones. Thisscore is measured using a simple question, with an answer from 0 to 10, such as“To what extent would you recommend our brand to friends or family members?”". The responses are then counted in this way: Answers from 0 to 6 :customers considered “detractors”. Potentially unhappy, they may leave negativecomments online and are unlikely to be loyal. Answers 7 to 8 : so-called“passive” users. Considered too neutral to reveal an underlying trend, theirnumber is not included in the final score. Answers 9 to 10 : “promoters”,sometimes called

“ambassadors”. These users love your products and yourbrand. They represent an interesting potential for organic promotion to theextent and have the greatest chances of expressing positive opinions about you.How to calculate the NPS score? The rate of “detractors” is subtracted fromthat of “promoters” to obtain the final NPS, which ranges on a scale from -100to 100: % of promoters – % of detractors = Net Promoter Score Example : out of100 responses, if you have 57 promoters, 18 detractors and 8 passives, your scorecan be calculated as follows: 57 – 18 = 39 . Your Net Promoter Score istherefore 39 . You can also add a free text field. This is an effective way toget feedback on specific points that you might not have thought of, as well asto pool the