Metrics›NPS

Net Promoter Score (NPS).

The world's most widely used customer loyalty metric. One question, one number, actionable insight measuring how likely customers are to recommend you to others.

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What is NPS

One question.
Powerful loyalty signal.

Net Promoter Score was developed by Fred Reichheld and Bain & Company in 2003. It asks customers one simple question: "How likely are you to recommend [company] to a friend or colleague?" answered on a 0–10 scale.

The follow-up open question "Why did you give that score?" is where the real insight lives. AI text analytics turns thousands of those answers into structured, actionable themes.

The NPS Formula
% Promoters
(score 9–10)
−
% Detractors
(score 0–6)
=
NPS Score
(−100 to +100)
  • Promoters (9–10): Loyal enthusiasts who actively recommend you. Drive organic growth.
  • Passives (7–8): Satisfied but unenthusiastic. Vulnerable to competitor offers.
  • Detractors (0–6): Unhappy customers who can damage your brand through word of mouth.

Industry benchmarks

Average NPS by sector: Banking +34, Telco +24, Retail +47, Insurance +18, Energy +29. Synopticom clients typically achieve scores 15–25 points above their sector average within 18 months.

Transactional vs Relational NPS

Transactional: triggered after specific interactions (purchase, service call, onboarding). Captures in-the-moment experience.

Relational: quarterly or annual pulse measuring overall loyalty and brand perception. Your strategic CX compass.

Closed-loop follow-up

Best practice: detractor alerts sent to responsible managers within 5 minutes. Case management tracks resolution. Every dissatisfied customer gets a response.

Start measuring NPS today.

Synopticom designs, runs, and optimises your NPS programme from survey design to closed-loop follow-up to board-level reporting.

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