Connect to IntercomNet Promoter Score for Support
Net Promoter Score (NPS) measures customer loyalty by asking a single question: "How likely are you to recommend [product/company] to a friend or colleague?" Responses on a 0–10 scale segment customers into Promoters (9–10), Passives (7–8), and Detractors (0–6). In a support context, transactional NPS is often sent after a support interaction — measuring the interaction's impact on overall loyalty rather than overall brand sentiment.
NPS = % Promoters − % Detractors
Result ranges from −100 to +100. Passives are excluded from the calculation but reduce the percentage of both Promoters and Detractors proportionally. An NPS of +50 means 50 more percentage points of Promoters than Detractors.
B2B SaaS transactional NPS (post-support interaction)
Calculate your NPS
- 1Conflating transactional NPS (post-support) with relational NPS (quarterly brand survey) — they measure different things and benchmarks are not interchangeable.
- 2Running NPS too frequently to the same customers — survey fatigue depresses response rates and biases toward recent events.
- 3Ignoring the verbatim comments — the score is the headline; the comment tells you what to fix.
- 4Treating NPS as the only loyalty metric — NPS correlates with loyalty but can lag churn signals by weeks; DSAT and CSAT are faster-moving indicators.
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