Go From Customer Wants to Customer Wins With NPS Insights

The NPS is a leading indicator of customer loyalty, which has a direct impact on both retention and revenue. It’s more likely that promoters (those who give a 9–10 rating) will stick with your brand, refer others and increase their customer lifetime value, whereas it’s more likely that detractors (those who give a 0–6 rating) will churn or spread negative feedback.

By using an NPS survey tool to track and respond to feedback, you can:
• Identify and fix issues before they lead to churn.
• Double down on what’s working to keep promoters engaged.
• Uncover insights that improve customer experience and increase revenue over time.

Improving your NPS means reducing friction, increasing satisfaction and creating more opportunities for repeat business and organic growth.

The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters (% promoters - % detractors). With the right NPS survey tool, you can automate survey delivery and quickly see the scores that you’ve received, which makes it easy to identify customer loyalty trends and act on feedback that drives retention.

A good NPS means that your customers are happy and it’s likely that they will recommend your business, but what is considered ‘good’ varies from one industry to the next. According to our global benchmark data (based on 150,000+ organisations), the average NPS is +32.

• A score below 0 is considered poor
• Above +20 is generally good
• Above +70 is exceptional

Look for NPS software that has benchmarking built into it so that you can truly understand what your score means and take the right actions.

Start by organising your responses into promoters (9–10), passives (7–8) and detractors (0–6) to get a clear view of customer sentiment. Then create a consistent process to turn that data into action:
• Monitor changes over time to see how updates to your product or service affect loyalty.
• Segment your data by customer type, product or region to uncover where you’re winning or losing ground.
• Use analytics tools such as Sentiment Analysis to quickly identify trends in open-text feedback.

Look for NPS feedback tools with intuitive dashboards, automated alerts and integrations that make it easy to take action on the data that you’ve collected.