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Contact Centre Net Promoter Score

What is a contact centre Net Promoter Score?

Net Promoter Score (NPS), a crucial metric in assessing customer loyalty and predicting churn, gauges customer perception of a brand’s impact on revenue growth or decline. NPS typically relies on a single question: “How likely is it that you will recommend [company X] to friends or family?” Customers respond on a scale from 0 (not likely) to 10 (extremely likely).

The NPS is calculated by subtracting the percentage of 0-6 responses from the percentage of 9-10 responses. For example, if 20% of customers answer 9 or 10, and 15% answer with 0-6, the NPS is 5. A higher score, approaching 100, is favourable, while scores nearing -100 signal a need for immediate action.

Customers fall into three segments based on scores:

  • Promoters (9-10): They buy more from the brand, refer friends and family, and contribute to revenue growth.
  • Passives (7-8): Satisfied but indifferent, they could be swayed by a compelling competitor offer.
  • Detractors (0-6): They hold negative views about the brand and may share their opinions with others.

While NPS is a valuable metric to measure, it lacks insight into the “why” behind scores. Contact centres often supplement NPS surveys with additional questions, including open-ended ones, for a more comprehensive understanding of their performance.


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Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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