Glossary

What is Net Promoter Score (NPS)?

A complete guide to understanding net promoter score (nps) and why it matters for customer success teams.

Definition

“Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product to others on a 0-10 scale. Respondents are classified as Promoters (9-10), Passives (7-8), or Detractors (0-6), and NPS is calculated as the percentage of Promoters minus the percentage of Detractors.”
— AmplifyCS Glossary

Why It Matters

NPS is one of the most widely used leading indicators of customer satisfaction, renewal likelihood, and organic growth potential. A high NPS correlates with stronger word-of-mouth, higher retention rates, and greater willingness to expand. Tracking NPS over time reveals whether your customer experience is improving or deteriorating.

How AmplifyCS Helps

AmplifyCS integrates NPS survey data into customer health scores automatically, correlating sentiment shifts with usage and engagement patterns. Detractor alerts trigger CSM playbooks so negative feedback is addressed before it leads to churn.

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Related Terms

Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific interaction, feature, or overall experience. It is typically captured via a short survey asking customers to rate their satisfaction on a 1-5 scale, with results expressed as the percentage of satisfied responses (4 and 5).

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Customer Effort Score (CES)

Customer Effort Score (CES) measures how easy or difficult it is for customers to accomplish a specific task, such as resolving a support issue, completing onboarding, or using a feature. CES is typically captured via a post-interaction survey on a 1-7 scale where lower scores indicate less effort.

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Customer Health Score

A customer health score is a composite metric that aggregates multiple signals — such as product usage, support ticket trends, NPS responses, engagement frequency, and contract status — into a single indicator of account health. Scores are typically displayed as a color or numeric scale.

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Customer Advocacy

Customer advocacy is the practice of cultivating customers who actively promote your product to peers, participate in case studies, provide references, speak at events, and leave positive reviews. Advocacy programs formalize and incentivize these behaviors.

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Ready to Improve Your CS Metrics?

See how AmplifyCS helps teams track and improve net promoter score (nps) with AI-powered insights.