> ## Documentation Index
> Fetch the complete documentation index at: https://docs.omneo.io/llms.txt
> Use this file to discover all available pages before exploring further.

# NPS

> Net Promoter Score, measuring overall brand loyalty and likelihood to recommend.

**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.

## 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 score = % Promoters - % Detractors**

Scores range from -100 to +100. A score above 0 is generally positive; above 50 is considered excellent in retail.

## NPS in Omneo

NPS scores are captured through a [questionnaire](/concepts/ratings/questionnaires) 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           |

<Note>Content needed: NPS survey configuration and recommended survey delivery cadence via comms platforms.</Note>