NPS (Net Promoter Score)
A loyalty metric based on one question: 'How likely are you to recommend us to a colleague?' Respondents score 0–10 and are grouped as Promoters (9–10), Passives (7–8), or Detractors (0–6). NPS = % Promoters minus % Detractors. AI customer success agents use NPS trends to identify at-risk accounts (declining scores trigger proactive outreach) and measure whether AI-driven interactions build or erode customer loyalty over time.
Written by Max Zeshut
Founder at Agentmelt · Last updated Sep 9, 2026
Frequently asked questions
- Can AI agents improve NPS?
- Yes—primarily through faster response times, 24/7 availability, and consistent quality. Companies deploying AI support agents typically see NPS increase 5–15 points within 6 months, driven by reduced wait times and faster resolution. But poorly implemented agents (ones that frustrate users with irrelevant answers) can decrease NPS.