NPS (net promoter score)
Definition
NPS (net promoter score) is a loyalty metric from one question — "How likely are you to recommend us?" on a 0–10 scale — computed as the percentage of promoters (9–10) minus the percentage of detractors (0–6).
NPS asks one question — how likely are you to recommend us, from 0 to 10 — and buckets the answers: 9–10 are promoters, 7–8 are passives, 0–6 are detractors. The score is promoters minus detractors as percentages, so it ranges from −100 to +100. Unlike CSAT, which rates a single interaction, NPS aims at the relationship: would this person stake their own reputation on recommending you?
Why it matters
NPS’s strength is comparability — one number, tracked over time, that leadership and frontline teams can both read. Its weaknesses are equally well documented: the score compresses a lot of nuance into arithmetic, small response counts make it volatile, and the passives (7–8) vanish from the math entirely while still being customers who might leave. The productive way to use NPS is as a trend plus a trigger: watch the direction, and treat every detractor response as a task, not a data point.
How NPS works in Oneop
NPS lives in Oneop’s CSAT workspace alongside CSAT and CES, computed from actual survey responses with period-over-period comparison, breakdowns and targets. The three metrics share one delivery and ingestion pipeline: a survey trigger fires when a ticket resolves or closes, mints a hashed single-use token valid for 14 days, and emails the customer the survey — idempotently per ticket per trigger. Submissions are validated against the 0–10 range and the token is atomically claimed, so a link cannot be replayed to inflate the score.
The detractor half of NPS gets an operational answer rather than a dashboard answer: detractor responses open recovery cases automatically, each carrying a root-cause taxonomy, notes and a reopen-ticket action, so “we follow up with every detractor” is a tracked workflow instead of an intention. Free-text comments feed an AI score-drivers pass — a genuine metered model call, cached per workspace and window — that summarizes what is moving the number.
Survey metrics are available on Starter plans and above. Delivery is by email, consistent with Oneop’s two customer channels: web chat and email.
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