NPS and empathy

What is NPS?

If you work with customers, you’ve probably heard your leaders talk about “NPS” and how important this metric is.

But do you actually know what it means and WHY we talk about it so much in customer service?

NPS (Net Promoter Score) is a metric used to measure customer satisfaction. It helps determine what percentage of customers would recommend a company and its services to their friends and family.

When asked, “How likely are you to recommend this company to a friend or family member?”, customers choose a score from 0 to 10.

• If they choose 0 to 6, they are considered a detractor—someone who wouldn’t recommend the company and is likely dissatisfied.

Customer’s friend: “Ugh, too bad my hairdresser moved away. I loved her, and now I need to find a new one. My hair is out of control.”
Customer: “I totally get it, I had to switch too. I recently went to Ms. X at ABC Salon. Honestly one of the worst visits I’ve had.”
Friend: “Why? Your hair looks great, the color’s so vibrant.”
Customer: “Maybe, but she was rude, yanked my hair, and I asked for a cooler tone. When I mentioned it after, she didn’t even offer to fix it.”
Friend: “Thanks—now I know which salon to avoid.”

• If they choose 7 or 8, they are neutral. They’re fairly satisfied and might recommend the company, but would have no problem switching to a competitor.

Customer: “I really need to get these tires replaced. They’re totally worn out.”
Friend: “Going to the same garage as before?”
Customer: “Probably not.”
Friend: “Why? Didn’t they do a good job?”
Customer: “Yeah, but a new garage opened nearby with the same prices. I’ll check them out—if they’re good, I’ll go there next time.”

• If they choose 9 or 10, they are promoters—happy customers who would definitely recommend the company.

Friend: “I’ve been thinking of getting a new TV. Mine’s acting up—it keeps turning off by itself.”
Customer: “I just got one from XYZ Store. The advisor helped me choose, and I’m super happy with it.”
Friend: “Didn’t they talk in tech jargon? I went to CDE and didn’t understand a word.”
Customer: “Nope, they explained everything clearly and answered all my questions. I got exactly what I wanted.”

NPS and emotions

People are emotional by nature—and customers are more likely to leave feedback when something goes wrong.

Customer: “Hi, I ordered a size M dress but received an L. Please send the correct size.”
Agent: “We’re out of size M. Please return it and we’ll issue a refund.”
Customer: “But I urgently need the dress.”
Agent: “As I said, we don’t have your size anymore. We can only offer a refund.”

Here, the customer followed the rules and ordered the correct size. The response was dry and factual. While a refund is fair, it doesn’t solve her problem—she still needs the dress.

This creates emotional tension. When she receives a feedback request, she’s likely to rate her experience poorly, just to release that frustration.

So, what can you do to receive good ratings even when everything went well?

Encourage customers to fill out the survey. At the end of your interaction, say something like:
“You’ll receive a short survey about my service—I’d really appreciate it if you filled it out.”

NPS and empathy

So, let’s talk about empathy—the ability to understand others and put yourself in their shoes.

Back to the dress: how could the advisor respond to possibly still earn a 9 or 10 NPS?

They should consider:

1. “It was our mistake—we sent the wrong size and now we’re out of stock.”
   Admitting fault is essential. A sincere apology shows that the company cares about the mistake.

2. “How would I want to be treated in this situation?”
   This mindset helps you choose better words, stay calm, and offer helpful solutions.

3. “The customer clearly wants the dress, not the refund. I’ll try everything I can to help.”
   Maybe suggest a similar dress in the right size or the same model in a different color. Even if she declines, the effort will be remembered positively.

If the advisor shows empathy and does their best to help, the customer is more likely to give a good score—even if the solution isn’t ideal.

How to get a high NPS? The NPS code

Here’s how you can keep your NPS score high:

• Avoid phrases like “I have no influence” or “That’s the policy.” Instead, explain what the customer can do to resolve their issue.

• Start conversations with positive information. Let the customer know what you’ve already done. If you begin with bad news, they may tune out.

• Mention the survey at the end of the interaction and kindly ask them to complete it.

• Remember there’s a human on the other side. While it may be routine for you, it could be a big issue for them.

• Treat each case individually. Use templates if needed, but personalize them with empathy. Avoid one-liners.

• Clearly explain what went wrong and how they can avoid the issue next time. It may not be obvious to them.

• Use empathetic phrases like “I understand this must be frustrating…” or “I’m sorry this happened…” or “I want to help, so I’ve sent…”

• Speak in the past tense—“I’ve already updated your profile,” or “I’ve sent the message.” It shows action has been taken.

• Don’t hesitate to consult your team lead if you’re unsure. Let the customer know you’re checking and follow up.

• Be patient. If a customer isn’t tech-savvy, walk them through the steps kindly. Don’t let frustration seep into your tone.