If you're wondering what the NPS metric is, it is, simply put, a recommendation index that clearly shows how many of your customers are truly satisfied and willing to talk about your company to others. The result of an NPS survey helps you understand customer needs and better plan development activities. Net Promoter Score, or NPS for short, is a globally recognized loyalty indicator used to measure customer loyalty and their readiness to recommend a company's services or products. The NPS survey is not just a customer satisfaction survey, but also a crucial indicator for a company's strategic development.
At Contact Center, we support our clients in measuring the Net Promoter Score at various stages of service, sales, or after-sales care.
The NPS survey is based on a simple question posed to customers: “How likely are you to recommend our company to a friend or colleague?” The answer is given on a scale of 0 to 10. Based on this, customers are divided into three groups:
To calculate the NPS score, you subtract the percentage of Detractors from the percentage of Promoters. This simple calculation yields a clear result—it can be positive or negative. The average score varies depending on the industry, but a result above zero is already a positive signal. The higher the score, the better—it means you have more promoters than detractors and are effectively building customer loyalty.
NPS is so important because it provides a real picture of how your brand is perceived by your audience. NPS enables the rapid identification of areas for improvement in the customer service process and allows for immediate action before problems escalate into customer loss.
At Contact Center, we help measure this metric in a way tailored to the company's needs—by phone, email, online—choosing the channels most natural for your target audience. NPS is a tool that allows you to gain more than just numbers—you gain customer opinions, their trust, and a chance to acquire new customers through recommendations.
Measuring customer loyalty is only the beginning. The key is how to interpret the results and what to do with them next. A high NPS can indicate that the brand is strong and the customer is satisfied. A low one suggests that you need to examine processes and service quality.
At Contact Center, we not only help with NPS calculations but also with analysis and implementing recommendations. We show you how to increase the score, improve the level of customer loyalty, and create strategies that will translate into real business growth. Together, we can compare your NPS results with other companies in your industry and plan actions that will allow you to achieve a score considered good.
We also don't forget that the employee Net Promoter Score (eNPS) is an equally important indicator. Engaged employees lead to better customer service, greater satisfaction, and more stable loyalty. It is therefore worth nurturing both sides of the relationship—both customers and the team.
At Contact Center, we comprehensively support the measurement of customer and employee loyalty and satisfaction, helping companies create strong, trust-based relationships. Whether you want to measure customer loyalty, increase your NPS, or simply find out how well your brand is rated—we have the experience and tools to help you.
Because NPS is more than a question. It's the number you need to grow.
