What is a Contact Net Promoter Score (NPS)?

What is a Contact Net Promoter Score (NPS)?

The Contact Net Promoter Score (NPS) is an extension of the traditional NPS, which measures customer satisfaction by asking one simple question: “On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?” The contact NPS takes this concept further by considering the various touchpoints and interactions customers have with a brand. It asks, “Which of these contacts (e.g., phone call, email, social media) had the most significant impact on your experience?”

CONCLUSION

By incorporating contact NPS into their customer satisfaction metrics, businesses can gain deeper insights into which touchpoints are driving loyalty and advocacy. This information enables them to focus on improving the most critical interactions, ultimately leading to increased customer retention, positive word-of-mouth, and revenue growth. As customer expectations continue to evolve, understanding contact NPS is crucial for organizations seeking to build strong relationships with their customers.