Support metrics
NPS
NPS is a loyalty measure based on asking customers how likely they are to recommend a business, then subtracting the share of detractors from the share of promoters.
Also callednet promoter score
It describes the relationship, which makes it the wrong tool for evaluating one conversation. It is most useful tracked over time on a consistent question and a consistent audience. Comparing your score to a published industry benchmark is usually comparing two different survey designs.
More in Support metrics
Worth knowing alongside it.
- CSAT
- CSAT is a customer satisfaction score collected by asking a customer to rate a specific interaction, usually on a short numeric scale immediately afterwards.