Glossary · Letter N
Net Promoter Score (NPS)
A loyalty metric: customers rate "How likely are you to recommend us?" on 0-10. Promoters (9-10) minus detractors (0-6) = NPS. Healthy SMB NPS is +30 or higher; world-class is +50+. AI agents trigger NPS surveys automatically post-key-events (project completion, renewal, support resolution) and route detractor responses to humans for save attempts.
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