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Glossary term

What is NPS?

NPS (Net Promoter Score) is a metric of customers' willingness to recommend a company, based on the question "how likely are you to recommend us?" on a scale from 0 to 10. It shows customers' overall attitude toward the brand rather than satisfaction with a specific conversation.

By their answers, customers split into three groups: promoters (9–10) — loyal advocates, passives (7–8) — passively satisfied, and detractors (0–6) — dissatisfied. The final score is calculated as the difference between the shares of promoters and detractors and is expressed as a number from −100 to +100. The higher it is, the more advocates the company has relative to the dissatisfied.

NPS measures long-term loyalty and attitude toward the brand as a whole. In this it differs from CSAT, which rates satisfaction with a specific interaction, and from FCR, which measures the operational efficiency of resolving contacts. These metrics are often used together to see the picture both in the moment and over time.

For a business, NPS is a simple, comparable benchmark for loyalty trends: it's tracked over time, compared across segments and linked to churn and revenue. The value comes not so much from the number itself as from the reasons behind the scores — what customers say when they explain why they gave that rating.

Classically, NPS is collected via surveys, including voice ones. Speech analytics complements them: the sentiment and topics of conversations give a continuous signal about customers' attitude across 100% of contacts, not just the responding share, and help understand what lies behind the score.

How it works in the platform

In the platform, NPS surveys can be run by voice through an outbound voice agent, and the answers and reasons behind the scores can be recorded, transcribed and extracted into metrics. Dashboards and semantic search help link scores to the topics and sentiment of conversations, so you see not just the number but its reasons.

Advanced analytics

Related terms

CSAT CSAT (Customer Satisfaction Score) is a metric of satisfaction with a specific interaction: a purchase, a support contact, a conversation. It's usually measured with the question "how satisfied are you?" on a scale immediately after the contact. Sentiment analysis Sentiment analysis is the automatic determination of the emotional coloring of a conversation: positive, negative or neutral. It shows how participants feel about the subject of the conversation and how their mood shifts over the course of the dialogue. FCR FCR (First Call Resolution) is the share of customer requests fully resolved in a single contact, without repeat calls or transfers. The metric shows how effectively support closes issues right away rather than stretching them across several interactions.

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