The formula
NPS = % Promoters (9–10) − % Detractors (0–6)
Customers scoring 7–8 are Passives and don't count.
NPS ranges from −100 to +100. Positive scores are good; above +50 is excellent.
How to send NPS
NPS is a relationship metric, not a transaction metric. Best practice: send quarterly or post-onboarding, not after every ticket. Use a short two-question format: the rating + an open-ended "why".
Benchmarks for 2026
| Industry | Top quartile NPS |
|---|---|
| SaaS | +50 to +70 |
| E-commerce | +30 to +50 |
| BFSI | +20 to +40 |
| Telecom | +10 to +30 |
NPS vs CSAT
- NPS is brand-level loyalty.
- CSAT is interaction-level satisfaction.
A customer can score high on CSAT for a specific support interaction but low on NPS if they're dissatisfied with the product overall.
Common use cases
- Measuring brand loyalty and retention risk
- Routing detractors into recovery workflows
- Promoters as a pipeline for case studies, reviews, and referrals
- Quarterly executive reporting
Related terms
CSAT (Customer Satisfaction Score)
CSAT — Customer Satisfaction Score — is a survey metric measuring how satisfied a customer was with a specific interaction, usually on a 1–5 scale, reported as the percentage of respondents scoring 4 or 5.
Customer Support Software
Customer support software is the system of record for handling inbound customer questions, complaints, and requests — typically combining a unified inbox, ticketing, knowledge base, automation, and analytics.
Ticket Deflection
Ticket deflection is the practice of resolving customer questions before they become an agent-handled ticket — typically via self-service knowledge bases, AI agents, or smart routing.
See nps (net promoter score) in Bublly
Bublly bundles unified inbox, AI agents, ticketing, and analytics — covering everything in this glossary in one platform.
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