NET PROMOTER SCORE (NPS)
One numeric summary of the answer to the question “would you recommend us?”
After the call the customer rates the service from 0 to 9, and the 3CX Cloud LT system calculates the NPS from those ratings: the detractor share is subtracted from the promoter share. You see the choices for every score, the sizes of the three groups, a gauge with zones and the trend over time — by day, week or month.
How is the NPS calculated?
The customer picks a rating from 0 to 9. The ratings are split into three groups, and the NPS comes from subtracting the detractor share from the promoter share — passives do not enter the calculation but stay visible in the summary.
A scale from 0 to 9
One rating — one key press on the phone or one character in a message.
Detractors: 0–5
Low ratings. This is exactly the share subtracted when calculating the result.
Passives: 6–7
They do not enter the formula but show how many customers are on the edge.
Promoters: 8–9
The highest ratings — their share is where the calculation starts.
What does the summary show?
In one place you see how many times every score was picked, how large the three groups are and how many answers came in total. The period is switched with one click — day, week or month.
Every score separately
Next to every rating you see how many customers picked it.
Three groups
Detractors, passives and promoters are shown both as shares and as counts.
Total number of answers
You see the sample the result came from — the rating carries weight.
Day, week, month
The same view is recalculated for the chosen period.
Where do you see whether the result is good?
The NPS value is shown on a gauge from −100 to 100, and the scale is split into four zones. The needle stands at the current value, so the number does not have to be interpreted separately.
A scale from −100 to 100
The value is negative when there are more detractors than promoters.
Four zones
From “needs work” to “excellent” — the boundary is visible at once.
The needle at the value
One glance tells you which zone you are in today.
One number for the team
The same value suits both the manager overview and the team goal.
How do you see whether the result is improving?
A separate view shows the distribution of answers for every period in columns and the NPS line above them. That way you see not only today’s value but also the direction — whether it is rising or falling.
Comparison by period
Day with day, week with week or month with month.
The column shows the distribution
Every column is split into detractors, passives and promoters.
The line shows the NPS
The NPS line runs above the columns with the value at every point.
Empty days are visible too
When no answers came in, you see it — the average does not lie.
Frequently asked questions
Which rating scale is used?
The customer rates from 0 to 9. Such a scale is convenient to answer by phone with one key press or with one character in an SMS message.
How is the NPS calculated?
The detractor share is subtracted from the promoter share. Promoters are those who rated 8–9, detractors 0–5, and passives (6–7) do not enter the formula but are visible in the summary.
What does a negative NPS value mean?
That there are more detractors than promoters. The scale runs from −100 to 100, so a negative number is possible and shows that the result needs work.
Where do the ratings come from?
From an automatic survey: the system calls or sends an SMS, and the customer’s answer goes straight into the summary. Nothing has to be retyped by hand.
Is every rating visible separately?
Yes. Next to every score from 0 to 9 you see how many customers picked it, and next to that — the sizes of the three groups and the total number of answers.
Can periods be compared?
Yes. The summary switches between day, week and month, and a separate view shows the NPS over time with the distribution of every period.
Where this is used
Ratings are collected through surveys, and the result is shown together with the other service reports.
Let us talk about your case
Write to us after which conversations you want to ask for a rating and who should see the result.
