Glossary
A loyalty metric based on how likely customers are to recommend a brand.
Net Promoter Score (NPS) measures customer loyalty by asking one question: how likely are you to recommend us to a friend or colleague, on a scale of 0 to 10. Respondents are grouped into promoters, passives, and detractors, and the score is promoters minus detractors.
NPS is a forward-looking signal of growth: lots of promoters means word-of-mouth and repeat business, while detractors warn of churn and reputation risk.
Running NPS surveys in chat boosts response rates and lets you follow up with detractors immediately.
NPS predicts word-of-mouth growth and flags unhappy customers before they churn or complain publicly.
Defuser AI can run NPS surveys in chat and route detractors to your team — see the unified inbox.
A loyalty metric based on how likely customers are to recommend a brand.
NPS predicts word-of-mouth growth and flags unhappy customers before they churn or complain publicly.
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