Net Promoter Score (NPS)

is a customer loyalty metric that measures the likelihood of customers recommending a business to friends, colleagues, or family members on a scale of 0 to 10. Respondents who score 9 or 10 are classified as Promoters — enthusiastic advocates who drive organic growth through word-of-mouth. Those scoring 7 or 8 are Passives — satisfied but unenthusiastic customers who are vulnerable to competitive offers. Those scoring 0 through 6 are Detractors — unhappy customers who may actively discourage others from using the business. NPS is calculated as the percentage of Promoters minus the percentage of Detractors. ConnectGain automates NPS collection by triggering survey messages through WhatsApp or SMS at optimal moments in the customer journey — typically after service delivery, product receipt, or support resolution — with low-NPS responses automatically escalating to a human agent for immediate service recovery.