Net Promoter Score<\/a> is a single-question metric. It measures how likely a customer is to recommend your business, product, or service to someone else. It’s scored on an 11-point scale, from 0 to 10, and every response sorts into one of three groups.<\/p>\n\n\n\n To calculate NPS, subtract the percentage of detractors from the percentage of promoters. Passives count toward the total respondent pool but don’t appear in the formula itself. The result lands between -100 and +100. That number only means something once you know where it came from: a single interaction, or a customer’s overall relationship with your brand. That’s the actual decision behind transactional vs relational NPS.<\/p>\n\n\n\n Transactional NPS<\/a>, often shortened to tNPS, measures how a customer felt right after one specific interaction. Think of a support call, a checkout, or a delivery. It’s triggered automatically by an event, not sent on a calendar. That means the feedback captures a moment while it’s fresh, instead of an averaged, months-old impression.<\/p>\n\n\n\n A retailer might send a tNPS survey the day after an order ships. It asks how likely the customer is to recommend the company based on that delivery specifically. Any low score routes straight to the fulfillment team for follow-up. See more transactional and relational NPS survey question examples<\/a> for different touchpoints.<\/p>\n\n\n\n Relational NPS<\/a>, or rNPS, measures a customer’s overall sentiment toward your brand, independent of any single transaction. It’s typically sent on a fixed schedule, such as quarterly or annually, rather than after a specific event. It reflects the accumulated experience of everything a customer has been through with you.<\/p>\n\n\n\n The two methods differ in nearly every practical dimension. That includes what they measure and who owns the resulting data.<\/p>\n\n\n\n\n
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<\/figure>\n\n\n\nWhat is transactional NPS?<\/strong><\/h2>\n\n\n\n
What is relational NPS?<\/strong><\/h2>\n\n\n\n
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What’s the difference between transactional and relational NPS?<\/strong><\/h2>\n\n\n\n