Metrics & KPIs

NPS (Net Promoter Score)

/ nps-net-promoter-score /

A loyalty metric based on how likely customers are to recommend you, calculated from 0–10 survey responses.

Why it matters

NPS links agent interactions to long-term loyalty. A bad automated experience shows up here months before it shows up in revenue.

Related — Metrics & KPIs

After-Call Work (ACW)

Average Handle Time (AHT)

Average Speed of Answer (ASA)

Call Abandonment Rate

Containment Rate

CSAT (Customer Satisfaction Score)

Customer Effort Score (CES)

Deflection Rate

End-to-End Latency

First Call Resolution (FCR)

NPS (Net Promoter Score)

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