NPS (net promoter score)
NPS, the net promoter score, comes from one question: how likely are you to recommend us, from 0 to 10. Customers who answer 9 or 10 are promoters, 0 to 6 detractors; the score is the share of promoters minus the share of detractors.
What it means
The score itself is a blunt number. The useful part is the answer per customer: it tells the store who is happy, who is about to leave and who wrote a reason in the comment box. A detractor who just received a damaged parcel needs a different next message from a promoter who ordered for the third time.
Why it matters for a store
Most stores either never ask or ask everyone at the wrong moment. Asking after delivery, once, in the channel the customer already uses, gets answers from the people who matter. Reading the comments is the cheapest customer research a store can do. The score also works as an early warning: a drop among repeat customers usually shows up weeks before it shows up in orders.
An example
A customer rates her order 4 and writes "box arrived open". The agent stops the promotional messages to her for two weeks, flags the comment to the team, and resumes after the replacement is confirmed.
How the agent uses it
Web surveys and NPS are part of retention: forms that ask what customers think, with answers that join the profile and shape the next message. We do not publish survey results on this site.
Related terms
See also Loyalty points, RFM segmentation.
How the form works
The form builder makes Typeform-style forms with more than 20 question types and conditional logic. NPS is asked after key moments, by email, push, SMS or Viber, and every answer lands on the customer's profile, where segments and journeys can use it.
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