Net Promoter Score (NPS) is a customer loyalty metric based on one question: how likely are you to recommend this company to a friend or colleague, on a 0 to 10 scale. Respondents are grouped into promoters (9 to 10), passives (7 to 8), and detractors (0 to 6), and NPS is the percentage of promoters minus the percentage of detractors, ranging from -100 to +100.
NPS measures the relationship, not a single interaction. It is a slow, strategic signal of whether customers are advocates or liabilities. Detractors deserve particular attention: a 0 to 6 score signals active churn risk and negative word of mouth, not mere indifference. That makes NPS useful for tracking brand and loyalty over time, but a poor instrument for diagnosing what went wrong in a specific support conversation.
NPS vs CSAT at a glance
| Dimension | NPS | CSAT |
|---|---|---|
| Question asked | how likely are you to recommend us | how satisfied were you with this interaction |
| Timescale of sentiment | slow-moving, tracks the whole relationship | immediate, tied to a single touchpoint |
| What moves it | product, brand, and cumulative experience | the quality of the conversation just closed |
Aide, the agentic AI platform for customer experience, treats NPS as a downstream outcome rather than a lever to pull directly. Loyalty improves when customers reach resolution at low effort, on the channels they already use. Aide builds toward that by mapping real customer intents and deploying verified automation against them, so the experiences that shape NPS get measurably better, not just faster. Every automation is tested before it deploys and stays reviewable after, and the team keeps a complete picture of why customers reach out, which is where durable loyalty is actually built.
Frequently asked questions
- What is a good NPS?
- A good NPS score is highly industry-dependent. Any positive score (above 0) means more promoters than detractors and is generally considered good; above 20 is favorable, above 50 is excellent, and above 70 is world class by most benchmarks. Compare against sector peers, not an absolute number.
- Is NPS a support metric or a company metric?
- It is a company-wide loyalty metric. Support influences it heavily, but NPS reflects the whole relationship, not one interaction. For interaction-level signal, use CSAT or CES.