Net Promoter Score
The metric summarizing how likely users are to recommend the service.
Definition
Net Promoter Score is The metric summarizing how likely users are to recommend the service. Teams usually run into it when the team is trying to measure whether service was fast enough, good enough, and credible enough to rebuild trust.
What makes it useful is that quality metrics stop the operation from hiding behind activity volume when residents still feel underserved. They work best when paired with actual request history and follow-up notes.
Use cases
Use Net Promoter Score to measure whether service felt resolved, not just touched.
Review Net Promoter Score when the team needs to compare resident trust against the actual request history behind it.
Track Net Promoter Score so operations can keep activity volume from masking poor service quality.