How NPS works
NPS asks a single question: “How likely are you to recommend [Brand] to a friend or colleague?” on a scale of 0-10. Respondents are grouped:- Promoters (9-10): loyal enthusiasts who will recommend the brand
- Passives (7-8): satisfied but not enthusiastic; at risk from competitors
- Detractors (0-6): unhappy customers who can damage the brand through negative word of mouth
NPS in Omneo
NPS scores are captured through a questionnaire whose question routes to a Rating record linked to the customer profile. This enables:- Tracking NPS trends per customer over time
- Understanding which customers are Promoters vs Detractors
- Segmenting by NPS score for personalised re-engagement
- Reacting to low scores with customer service outreach
When to use NPS
NPS is best used as a periodic relationship survey: not tied to a specific transaction, but sent at intervals to measure overall brand sentiment. Common cadences include:- Post-purchase (30 days after first transaction)
- Annual relationship survey
- Post-resolution (after a customer service case is resolved)
NPS vs CSAT
| NPS | CSAT | |
|---|---|---|
| Measures | Overall brand loyalty | Specific interaction satisfaction |
| Timing | Periodic / relationship | Immediate / post-interaction |
| Scale | 0-10 | Varies (1-5, 1-10) |
| Best for | Long-term retention tracking | Touchpoint optimisation |
Content needed: NPS survey configuration and recommended survey delivery cadence via comms platforms.