Net Promoter Score (NPS) is a metric that measures customer loyalty and satisfaction based on how likely customers are to recommend a company to others. Calculated from survey responses on a 0–10 scale, NPS identifies promoters, passives and detractors — helping organizations gauge sentiment and take targeted actions to improve customer experience (CX).
“NPS is calculated as the difference between the percentage of customers who are promoters and the percentage of customers who are detractors.”
Enterprises use Net Promoter Score surveys to understand how customers perceive their brand experience. By tracking NPS across channels and touchpoints, organizations can uncover loyalty drivers and areas of friction. This feedback enables leaders to align customer experience transformation strategies with real-world insights to retain and grow their customer base.
NPS analytics help enterprises identify detractors — customers likely to churn or share negative feedback. By integrating NPS data with customer journey orchestration tools, businesses can trigger automated outreach or personalized offers to re-engage customers before dissatisfaction escalates. This proactive approach strengthens retention and lifetime value.
Modern cloud contact center platforms combine NPS feedback with AI-powered CX analytics to pinpoint root causes of poor experiences. Machine learning models can detect patterns in sentiment, agent performance and wait times, enabling teams to make targeted operational improvements and deliver consistently high-quality service.
High-performing organizations recognize that employee engagement impacts customer satisfaction. By correlating NPS results with workforce data from workforce engagement management systems, enterprises can identify training opportunities, celebrate strong performers and close experience gaps that affect both customers and employees.
Large enterprises use NPS to benchmark performance across brands, regions or business units. Standardized scoring provides a clear comparison of loyalty metrics, helping leadership prioritize investments in digital customer engagement and customer service innovations where they’ll have the most impact.
Delivering experiences that turn customers into promoters requires insight, agility and orchestration. The Genesys Cloud CX® offering empowers enterprises to connect NPS feedback with real-time data, AI and automation to design more personalized journeys and strengthen customer loyalty. Elevate every interaction — and your NPS — with intelligent, empathetic CX.
