5 Steps That Drive Positive Net Promoter Score

Net Promoter Score (NPS) is a measure of customer loyalty in the contact center captured through post-engagement surveys. It is based on customer answers to the question: How likely is it that you would recommend our company/product/service to a friend or colleague?

A simple explanation of calculating Net Promoter Score: The customer answers the question with a number of 0 to 10, with 10 representing most likely. Those whose responses are from 9 to 10 are Promoters; from 0 to 6, they’re Detractors; and from 7 to 8 are Passives, according to Bain & Co., which developed the system. To arrive at NPS, the percentage of customers who are Detractors are subtracted from the percentage who are Promoters. NPS can range from -100 to +100. The low score means everyone is a Detractor of the service, while the high indicates everyone is a Promoter. When NPS is higher than 0, that’s considered good; higher than +50 is considered excellent.

Understanding NPS provides a foundation for building better and deeper relationships with customers.

The mission of a customer-focused brand is to provide a transformational experience to customers whether they browse, buy, renew or return. When designing contact center policies and training, consider these five steps of transformational experience to drive positive Net Promoter Score, which can translate to higher customer loyalty, increased lifetime value and rising revenue.

Step 1: Listen and Engage.

Step 2: Assess and Consider.

Step 3: Solve and Deliver.

Step 4: Exceed Expectations.

Step 5: Transform the Experience.


Cultivating customer loyalty can result in higher customer spending, more recommendations and increased profitability. A full 66% of U.S. consumers spend more on brands to which they are loyal, according to Accenture. And 55% of U.S. consumers express loyalty by recommending the brands and companies they love to family and friends, the company says. Consider these 5 steps when you formulate strategy around Net Promoter Score and the transformational experience to measurably increase customer loyalty and walk you down the path of financial growth.

Categories: Best Practices Series BlogCustomer LoyaltyGlobal Response BlogNet Promoter Score