NPS (Net Promoter Score)

NPS (Net Promoter Score) is a metric that measures the loyalty of your customers. The customer answers one question: 'On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?' Based on the answer, customers are divided into three groups.

Promoters (9-10) are enthusiastic customers who actively recommend you. Passives (7-8) are satisfied but not enthusiastic. Detractors (0-6) are dissatisfied customers who may speak negatively about you. The NPS is calculated as the percentage of promoters minus the percentage of detractors.

NPS differs from CSAT in that it doesn't measure how satisfied someone is with a specific interaction, but how loyal they are in the long term. A high NPS correlates with customer retention, word-of-mouth, and growth. A score above 0 is acceptable, above 50 is excellent.

While Bugalou primarily focuses on CSAT after each conversation, you can easily integrate NPS surveys via workflows and webhooks. The combination of CSAT per interaction and periodic NPS measurements gives you a complete picture of your customer satisfaction.