GLOSSARY: Net Promoter Score (NPS)

A metric that assesses a customer’s likelihood of recommending (“promoting”) the brand to a friend or colleague.  To calculate:  the percentage of detractors (those who rate their willingness to recommend at 0-6) is subtracted from the percentage of promoters (those who rate their willingness to recommend at 9 or 10).  While NPS is a measure of advocacy by definition, contact centers also use the metric to assess loyalty and general satisfaction.