Net Promoter Score
Net Promoter Score measures customer loyalty by asking how likely customers are to recommend a company, then subtracting detractors from promoters.
Net Promoter Score is a loyalty metric based on a single question that asks how likely a customer is to recommend a company, product, or service to others. Respondents are grouped by their rating into promoters, passives, and detractors.
The score is calculated conceptually by subtracting the percentage of detractors from the percentage of promoters, with passives left out of the subtraction. The result is a single figure that summarizes overall sentiment toward the brand.
In context
In support operations, Net Promoter Score is often used as a higher level read on how service experiences shape loyalty over time. While it reflects the whole relationship, support interactions strongly influence whether a customer becomes a promoter or a detractor.
Teams typically follow the rating with an open question about why, which turns the number into specific, actionable feedback. Tracking the score over time helps connect operational changes, such as faster responses or better self service, to shifts in customer advocacy.
How Auralis uses Net Promoter Score
Auralis influences loyalty by resolving issues quickly and consistently, which supports a +26% CSAT lift and faster service overall, including first responses in under 30 seconds. Better service experiences tend to move customers toward becoming promoters.