Net promoter score (NPS)
A loyalty metric based on how likely customers are to recommend a company, calculated by subtracting the percentage of detractors from the percentage of promoters.
In more detail
Net promoter score asks a single question, how likely are you to recommend us, on a zero-to-ten scale, and buckets responses into promoters, passives, and detractors. The score is the percentage of promoters minus the percentage of detractors, producing a number from minus one hundred to one hundred. It aims at overall loyalty rather than a single interaction.
NPS is popular because it is simple and comparable over time, but it is a blunt instrument. The single number hides the reasons behind it, and the real value is usually in the follow-up comments and in acting on the detractors, not in the headline figure. Treating the number as the goal rather than a signal is a common misuse.
Where this shows up at Ceven
Ceven can run the NPS loop as a workflow, sending the survey, gathering scores and comments, and, most usefully, triggering follow-up on detractors so negative feedback is acted on rather than filed. AI steps can summarize the free-text comments into themes. It works across the customer's own tools with the activity recorded in the audit trail.