{"id":11139,"date":"2026-08-22T22:16:05","date_gmt":"2026-08-22T20:16:05","guid":{"rendered":"https:\/\/3cxcloud.lt\/nps-csat\/"},"modified":"2026-09-04T19:05:24","modified_gmt":"2026-09-04T17:05:24","slug":"nps-csat","status":"publish","type":"page","link":"https:\/\/3cxcloud.lt\/en\/nps-csat\/","title":{"rendered":"Net Promoter Score (NPS) and CSAT"},"content":{"rendered":"
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NET PROMOTER SCORE (NPS)<\/h1>\n

One numeric summary of the answer to the question \u201cwould you recommend us?\u201d<\/p>\n

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 \u2014 by day, week or month.<\/p>\n

Request the solution<\/a>About surveys<\/a><\/div>\n<\/div>\n
<\/linearGradient><\/linearGradient><\/defs>NPS<\/text>0<\/text>1<\/text>2<\/text>3<\/text>4<\/text>5<\/text>6<\/text>7<\/text>8<\/text>9<\/text>PROMOTERS<\/text>\u2013<\/text>DETRACTORS<\/text>=<\/text>NPS<\/text>-100<\/text>100<\/text>Needs work<\/text>Good<\/text>Very good<\/text>Excellent<\/text><\/svg><\/div>\n<\/div>\n<\/section>\n
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Scale and groups<\/span><\/p>\n

How is the NPS calculated?<\/h2>\n

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 \u2014 passives do not enter the calculation but stay visible in the summary.<\/p>\n<\/header>\n

0<\/text>1<\/text>2<\/text>3<\/text>4<\/text>5<\/text>6<\/text>7<\/text>8<\/text>9<\/text>DETRACTORS 0\u20135<\/text>PASSIVES 6\u20137<\/text>PROMOTERS 8\u20139<\/text>Promoter share<\/text>\u2013<\/text>Detractor share<\/text>=<\/text>NPS<\/text>from \u2212100 to 100<\/text>PASSIVES<\/text>6\u20137<\/text>Not part of<\/text>the formula<\/text><\/svg><\/div>\n