Net Promoter Score (NPS)
What is Net Promoter Score?
Net Promoter Score (NPS) is a metric that segments customers based on likelihood to recommend. Scores of 9–10 are Promoters, 7–8 are Passives, and 0–6 are Detractors. It provides a simple measure of loyalty tied to economic outcomes.
In the Customer AI Masterclass (Unit 1.3: CX Metrics, Part 1), NPS is presented as more than a survey—it’s a segmentation model. Customer AI enhances NPS by predicting promoter/detractor status without surveys, using operational and behavioral data.
