NPS (Net Promoter Score)
NPS (Net Promoter Score) is a loyalty metric that measures customers' propensity to recommend a business, asking how likely they would be to recommend it on a scale from 0 to 10. Those who answer 9 or 10 are promoters, 7 or 8 passives, 0 to 6 detractors: the NPS is the percentage of promoters minus the percentage of detractors, so it ranges from -100 to +100.
The classic survey runs via email or questionnaires; on WhatsApp it becomes conversational: the question goes out as a message, with a utility template tied to the transaction if outside the window, or as an in-chat question at the end of a support case, and the customer replies with a number, possibly through buttons or a flow. In-chat response rates are markedly higher than email's, and the follow-up open question about the why generates text useful for analysis.
The correct reading: NPS is a relative thermometer, to be compared over time and within your industry rather than in absolute terms, because benchmarks vary a lot across sectors. The solid practices: measure right after significant moments, such as a purchase or a closed support case, re-engage detractors in conversation — immediate on WhatsApp — and route promoters to concrete actions like reviews and referrals. A score without follow-up remains just a number.
On SendApp, the NPS survey goes out as a campaign or a post-support automation and the answers come back in the same chat, where the AI agent or a human agent digs deeper while it's fresh.
Related terms
Frequently asked questions
From theory to practice
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