Net Promoter Score (NPS)
Customer recommendation index, from promoters to detractors.
Definition
Net Promoter Score is calculated from a single question ("would you recommend?" from 0 to 10) by subtracting the percentage of detractors (0 to 6) from that of promoters (9 and 10). It is a declarative barometer of customer sentiment.
Why it matters
An NPS on its own remains a declarative and late signal: it says what the customer states, not what they do. Cross-referenced with real usage and support, it becomes far more predictive for the CSM as well as the AM.
How Phano helps you
Phano does not stop at the declarative: it combines expressed sentiment with usage and relationship signals for a more reliable diagnosis.
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Frequently asked questions
What is Net Promoter Score (NPS)?
Net Promoter Score is calculated from a single question ("would you recommend?" from 0 to 10) by subtracting the percentage of detractors (0 to 6) from that of promoters (9 and 10). It is a declarative barometer of customer sentiment.
Why does Net Promoter Score (NPS) matter?
An NPS on its own remains a declarative and late signal: it says what the customer states, not what they do. Cross-referenced with real usage and support, it becomes far more predictive for the CSM as well as the AM.
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