Metrics
NPS (Net Promoter Score)
A customer loyalty metric measuring how likely customers are to recommend a business to others, scored from -100 to +100.
What is NPS (Net Promoter Score)?
Net Promoter Score (NPS) is calculated by asking customers "How likely are you to recommend this company to a friend?" on a scale of 0-10. Promoters (9-10) minus Detractors (0-6) gives the NPS score. For e-commerce stores, good NPS is typically above 30. Fast, accurate customer service is one of the biggest drivers of NPS improvement. AI-powered customer service can boost NPS by ensuring consistent, instant responses.
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