Net Promoter Scores and Systems

What is the Net Promoter Score℠?

What was originally referred to as Net Promoter Score has now transitioned to Net Promoter System℠. Its prime function is to place customers into three groups: promoters, passives, and detractors. These groups are formed based on how the customer answers the question, “How likely is it that you would recommend Company XYZ to a friend or colleague?”

Net Promoter Score is a useful metric in tracking customer satisfaction, but using Net Promoter Score alone is the equivalent of going to the doctor’s office and receiving a diagnosis, but no prescription. Fortunately, the “prescription” lies within the Net Promoter System.

NPS Score

Net Promoter Score Scale Groups

Promoters (score 9-10): Loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8): Satisfied, but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6): Unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

What is the Net Promoter System?

The Net Promoter System is the evolution of the score; it combines Net Promoter Score with other contextual customer data to create a strategy of ongoing action and customer-centricity for your company. A Net Promoter System takes your CX program to the next level and helps steer business decisions to provide better service to your customers and improve customer satisfaction.

Five Keys to a Successful Net Promoter System:

1. Sustained Leadership Commitment

2. Reliable, Trusted Metric

3. Feedback, Learning, and Improvement

4. Employee Environment Focused on Loyalty

5. Robust Operational and Analytics Infrastructure

How InMoment Can Transform Your NPS


InMoment empowers line and field managers by giving them the tools? to act more effectively and efficiently and focus on the factors that have the greatest impact on customer experience


At InMoment, we use our natural language processing-based text analytics to gather meaningful insights from mountains of data. Both our speech-to-text and text analytics tools are woven into every facet of our platform—from listening to insights to delivery.


InMoment is uniquely positioned to enhance key Net Promoter System practices. Our platform was built from the ground up to support Net Promoter Systems at every phase, from listening to analytics and reporting.

InMoment NPS Solution

Our mobile-optimized application integrates qualitative and quantitative data from your customer feedback channels. With data collected from the most pertinent social sites and feeds, this information is inserted into your closed-loop process in real-time. We then automatically highlight what is most impactful to your NPS practices and which actions your employees should take to improve.

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