Customer SuccessSaaSB2B ServicesFinancial ServicesOutcomeApproved

Net Promoter Score (Customer, Relationship)

The relationship-level likelihood a customer would recommend the company overall, measured periodically (not tied to a single interaction).

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Business Question Answered

“Overall, how do our customers feel about their relationship with us?”

What This Tells You

Overall relationship sentiment and likelihood of advocacy/referral.

What It Does Not Tell You

Satisfaction with any single recent interaction — a promoter can still have had a bad support ticket last week.

Formula & Example Calculation

% Promoters (9–10) − % Detractors (0–6)

Numerator

N/A (difference of percentages)

Denominator

N/A (difference of percentages)

Example

Of 800 respondents: 48% promoters, 18% detractors. NPS = 48 − 18 = 30.

Recommended Dimensions & Segments

SegmentTenurePlan tier

Recommended visualization: Trend line with segment breakdown

Technical Implementation Notes

Survey relationship NPS on a fixed cadence (e.g., quarterly) independent of any single support/product interaction, to keep it a relational rather than transactional signal.

Data Quality Checks

Track response rate and survey fatigue (declining response rate over successive waves)

Common Pitfalls

Surveying NPS immediately after a support interaction, which conflates it with CSAT and biases the score

AI Explanation

Get a conversational, stakeholder-friendly explanation of this KPI, generated on demand.

Metadata

Funnel StageRetention

Owner RoleVP Customer Success

CadenceQuarterly

Data Sources

Survey Platform (Delighted/Qualtrics)CRM