Call center NPS, Definition and calculation

Call center NPS or Net Promoter Score has emerged as one of the key measure of customer satisfaction in service industry. Before going in details lets understand what NPS is. While calling up a helpline you might have come across a feedback survey asking you to rate your experience on a scale of 1 to 10 or a similar scale. This survey is known as NPS survey. Based on the score provided in this survey companies determine how likely is the customer to recommend their services or product to his or her friends and family. Generally for a scale of 1 to 10 where 1 is the lowest score and 10 the highest, interpretation of scores is as follows:
Score of 9 and 10 is considered to be promoters i.e. these customers will recommend the services or product to their friends
Score of 7 and 8 are considered to be Passive, i.e. these customers are fence sitters and might not promote the product and services
Score of 6 and less are considered to be detractors i.e. these customers will tell their friends and family not to use the product
How to calculate call center NPS score
Now let’s see how to calculate NPS score. The formula for this is
NPS score= (count of promoters – Count of detractors)/ Total survey responders * 100

Let’s take an example. Say for a service a total of 10 customers responded to NPS survey. The breakup of responders basis the above criteria is as follows:
Promoters : 5
Passive : 2
Detractors : 3
Now as per the formula the NPS score will be calculated as follows:
NPS score = (5-3)/10 *100 = 30

Keep in mind the NPS score can vary between -100 and +100
A score closer to +100 is considered to be good whereas a negative score means more customers will tell their friends not to use the product or service.
This is an important satisfaction measurement tool and knowledge of NPS is critical to your success in advancing your call center career.
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