Definition
In Salesforce Surveys and Service Cloud, a customer loyalty metric measured by asking how likely customers are to recommend your company (0-10 scale), categorizing respondents as Promoters, Passives, or Detractors.
Real-World Example
an architect at Skyline Consulting uses Net Promoter Score to extend their Salesforce implementation to meet growing business demands. Net Promoter Score provides the additional capability they need without requiring a separate third-party system, keeping everything within the trusted Salesforce ecosystem and reducing integration complexity.
Why Net Promoter Score Matters
In Salesforce Surveys and Service Cloud, Net Promoter Score (NPS) is a customer loyalty metric measured by asking how likely customers are to recommend your company on a 0-10 scale, then categorizing respondents as Promoters (9-10), Passives (7-8), or Detractors (0-6). The score itself is calculated as the percentage of Promoters minus the percentage of Detractors, producing a number between -100 and +100.
NPS is widely used across industries as a customer experience metric because it's simple to ask, easy to track over time, and correlates with customer retention and growth. Salesforce supports NPS surveys through Salesforce Surveys (with built-in NPS question types) and analytics for tracking results over time. Mature NPS programs combine the score with follow-up actions: outreach to Detractors for service recovery, request for testimonials from Promoters, and analysis of feedback themes to drive product improvement.
How Organizations Use Net Promoter Score
- •CloudNine Solutions — Tracks NPS quarterly through Salesforce Surveys, with automated outreach to Detractors and testimonial requests to Promoters.
- •NovaScale — Built dashboards on NPS results showing trends by customer segment, region, and product line.
- •BrightEdge Solutions — Treats NPS as one signal among several for customer health, combining it with usage data and support metrics.