NPS (Net Promoter Score) measures a customer’s overall loyalty to a brand and their likelihood to recommend it to others. It is a leading indicator of long-term customer retention and growth.Documentation Index
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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 as Rating records linked to customer profiles. 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.