Net Promoter Score (NPS)
What it is
NPS asks customers how likely they are to recommend a product on a 0–10 scale. Promoters (9–10) minus detractors (0–6), as percentages, gives the score.
Why it matters
NPS measures the whole relationship, not one ticket. For technical products, slow fixes to recurring bugs are a common driver of detractors, which makes support quality an NPS lever.
Best practices
- Follow up with detractors – Read their reasons and check their recent tickets.
- Link to support data – Compare scores for accounts with and without escalations.
- Track trend, not snapshots – A single survey is noisy.
How Decimal helps
Decimal shortens the slow, escalated tickets that tend to create detractors, so fewer customers leave a support interaction frustrated.