Net Promoter Score (NPS)
Ability to apply Net Promoter Score (NPS) practices and professional judgment to deliver reliable outcomes in customer operations & contact centers contexts.
What each level means
The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.
P1
Describes the process, controls, stakeholders and basic decisions involved in Net Promoter Score (NPS).
P2
Executes standard Net Promoter Score (NPS) activities accurately within established controls and escalates exceptions.
P3
Owns complex Net Promoter Score (NPS) cases/processes, improves controls and coaches colleagues.
P4
Sets cross-team standards and governance for Net Promoter Score (NPS), integrating risk, metrics and stakeholder needs.
P5
Defines enterprise strategy or external practice for Net Promoter Score (NPS) and develops other experts.
How employers name it
Variants that appear in real postings and that the platform recognizes as this same skill.
- NPS
Source: PROCOMER FTZ employer benchmark