[{"data":1,"prerenderedAt":222},["ShallowReactive",2],{"content:glossary:\u002Fglossary\u002Fnps":3,"content:glossary:list:terms":119},{"id":4,"title":5,"body":6,"canonical":101,"card":102,"description":103,"draft":104,"extension":105,"locale":106,"meta":107,"navigation":108,"noindex":104,"og":101,"path":109,"related":110,"seo":113,"short":114,"stem":115,"term":116,"updated":117,"__hash__":118},"glossary\u002Fglossary\u002Fnps.md","What is NPS? Net Promoter Score explained",{"type":7,"value":8,"toc":93},"minimark",[9,13,18,37,40,44,47,51,59,67,71],[10,11,12],"p",{},"NPS stands for Net Promoter Score. It comes from one question: \"How likely are you to recommend us to a friend or colleague?\" People answer from 0 to 10.",[14,15,17],"h2",{"id":16},"how-the-score-works","How the score works",[10,19,20,21,26,27,31,32,36],{},"A ",[22,23,25],"a",{"href":24},"\u002Fresources\u002Fglossary\u002Fpromoter","promoter"," answers 9 or 10. A ",[22,28,30],{"href":29},"\u002Fresources\u002Fglossary\u002Fpassive","passive"," answers 7 or 8. A ",[22,33,35],{"href":34},"\u002Fresources\u002Fglossary\u002Fdetractor","detractor"," answers 0 to 6.",[10,38,39],{},"Your score is the share of promoters minus the share of detractors, a whole number from -100 to 100. Passives count in the total but add to neither side.",[14,41,43],{"id":42},"a-worked-example","A worked example",[10,45,46],{},"Of 200 customers, 120 give a 9 or 10, 50 give a 7 or 8, and 30 give 0 to 6. That is 60 percent promoters and 15 percent detractors, so your NPS is 45.",[14,48,50],{"id":49},"when-to-use-it","When to use it",[10,52,53,54,58],{},"NPS measures the whole relationship. Send it on a schedule, such as every quarter. For one moment, use ",[22,55,57],{"href":56},"\u002Fresources\u002Fglossary\u002Fcsat","CSAT",". Add \"What is the main reason for your score?\" to get the story behind the number.",[10,60,61,62,66],{},"Pulseri waits at least 90 days before it asks the same person again, through the ",[22,63,65],{"href":64},"\u002Fresources\u002Fglossary\u002Frelationship-cooldown","relationship cooldown",".",[14,68,70],{"id":69},"keep-reading","Keep reading",[72,73,74,81,87],"ul",{},[75,76,77],"li",{},[22,78,80],{"href":79},"\u002Fblog\u002Fcustomer-loyalty","How customer loyalty relates to NPS",[75,82,83],{},[22,84,86],{"href":85},"\u002Fblog\u002Fwhat-is-a-good-nps-score","What is a good NPS score?",[75,88,89],{},[22,90,92],{"href":91},"\u002Fresources\u002Ftemplates\u002Fnps-survey-questions","Copy a set of NPS survey questions",{"title":94,"searchDepth":95,"depth":95,"links":96},"",2,[97,98,99,100],{"id":16,"depth":95,"text":17},{"id":42,"depth":95,"text":43},{"id":49,"depth":95,"text":50},{"id":69,"depth":95,"text":70},null,"How likely customers are to recommend you, from -100 to 100.","NPS shows how likely your customers are to recommend you. Learn the one question, how the score is worked out and when to send it.",false,"md","en",{},true,"\u002Fglossary\u002Fnps",[25,30,35,111,112],"csat","enps",{"title":5,"description":103},"Net Promoter Score (NPS) shows how likely customers are to recommend you, as a number from -100 to 100.","glossary\u002Fnps","NPS","2026-10-15","Cp3J7QjCYajspzN4vCH-_UQDnBhC_nur975CncdqY0Y",[120,130,138,147,154,161,168,177,179,186,193,200,207,215],{"path":121,"title":122,"term":123,"short":124,"card":125,"related":126,"updated":129},"\u002Fglossary\u002Fces","What is CES? Customer effort score explained","CES","Customer effort score (CES) shows how easy it was for a customer to finish a task, on a scale from 1 to 7.","How easy it was for a customer to finish a task, on a scale from 1 to 7.",[111,127,128],"nps","event-survey","2026-10-15T00:00:00.000Z",{"path":131,"title":132,"term":57,"short":133,"card":134,"related":135,"updated":129},"\u002Fglossary\u002Fcsat","What is CSAT? The customer satisfaction score","Customer satisfaction score (CSAT) shows the share of customers who said they were satisfied with one moment.","The share of customers who said they were satisfied with one moment.",[127,136,128,137],"ces","esat",{"path":139,"title":140,"term":141,"short":142,"card":143,"related":144,"updated":129},"\u002Fglossary\u002Fdaily-limit","What is a daily limit? A cap on event surveys","Daily limit","A daily limit is a cap on how many event surveys, such as CSAT or CES, one person can receive in a day.","The most event surveys one person can receive in a day.",[128,145,146,111],"relationship-cooldown","survey-fatigue",{"path":148,"title":149,"term":150,"short":151,"card":152,"related":153,"updated":129},"\u002Fglossary\u002Fdetractor","What is a detractor? NPS detractors explained","Detractor","A detractor is a person who answers 0 to 6 on the NPS question. They are unlikely to recommend you and may be unhappy.","A person who answers 0 to 6 on the NPS question and may be unhappy.",[127,25,30],{"path":155,"title":156,"term":157,"short":158,"card":159,"related":160,"updated":129},"\u002Fglossary\u002Fenps","What is eNPS? Employee Net Promoter Score","eNPS","Employee Net Promoter Score (eNPS) shows how likely your team is to recommend your company as a place to work.","How likely your team is to recommend your company as a place to work.",[127,137,25,35],{"path":162,"title":163,"term":164,"short":165,"card":166,"related":167,"updated":129},"\u002Fglossary\u002Fesat","What is ESAT? Employee satisfaction score","ESAT","Employee satisfaction score (ESAT) shows the share of your team who said they were satisfied with one thing.","The share of your team who said they were satisfied with one thing.",[112,111,127],{"path":169,"title":170,"term":171,"short":172,"card":173,"related":174,"updated":129},"\u002Fglossary\u002Fevent-survey","What is an event survey? Sent after an event","Event survey","An event survey is a survey that is sent when something happens, such as a closed support ticket, instead of on a schedule.","A survey sent when something happens, such as a closed ticket.",[111,136,175,176],"daily-limit","segment",{"path":109,"title":5,"term":116,"short":114,"card":102,"related":178,"updated":129},[25,30,35,111,112],{"path":180,"title":181,"term":182,"short":183,"card":184,"related":185,"updated":129},"\u002Fglossary\u002Fpassive","What is a passive? NPS passives explained","Passive","A passive is a person who answers 7 or 8 on the NPS question. They are satisfied but not excited, and they are easy to lose.","A person who answers 7 or 8 on the NPS question and is easy to lose.",[127,25,35],{"path":187,"title":188,"term":189,"short":190,"card":191,"related":192,"updated":129},"\u002Fglossary\u002Fpromoter","What is a promoter? NPS promoters explained","Promoter","A promoter is a person who answers 9 or 10 on the NPS question. They are very likely to recommend you.","A person who gives 9 or 10 on NPS and is likely to recommend you.",[127,35,30],{"path":194,"title":195,"term":196,"short":197,"card":198,"related":199,"updated":129},"\u002Fglossary\u002Frelationship-cooldown","What is a relationship cooldown? A survey break","Relationship cooldown","A relationship cooldown is the time Pulseri waits before it asks the same person for another NPS, eNPS or ESAT survey. The default is 90 days.","The time Pulseri waits before it asks the same person for another survey.",[146,175,127,112],{"path":201,"title":202,"term":203,"short":204,"card":205,"related":206,"updated":129},"\u002Fglossary\u002Fresponse-rate","What is a survey response rate?","Response rate","Response rate is the share of the people you asked who answered the survey, shown as a percentage.","The share of the people you asked who answered the survey.",[146,128,127],{"path":208,"title":209,"term":210,"short":211,"card":212,"related":213,"updated":129},"\u002Fglossary\u002Fsegment","What is a segment? Grouping people for surveys","Segment","A segment is a saved group of people picked by a rule, such as everyone on a paid plan or everyone who joined last month.","A saved group of people picked by a rule, such as everyone on a paid plan.",[127,128,214],"response-rate",{"path":216,"title":217,"term":218,"short":219,"card":220,"related":221,"updated":129},"\u002Fglossary\u002Fsurvey-fatigue","What is survey fatigue? Causes and how to avoid it","Survey fatigue","Survey fatigue is when people stop answering, or answer without care, because they are asked too often or the survey is too long.","When people stop answering because they are asked too often.",[214,145,175],1793908078134]