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Net Promoter Score (NPS)

It's important to have customer research metrics that will resonate with the board and deliver actionable insight. One very popular metric is net promoter score (NPS), which focuses on the benefits organisations can get from turning “passives” into “promoters”.

Get in touch to see how we can help.

You need this if:

You want to identify customers who are more likely to positively influence other people’s opinions (promoters) and those who are more likely to warn others about problems and issues they’ve faced while dealing with you (detractors). An NPS score will provide you with a robust measure to track and monitor improvements in customer experience.

What we do:

We can incorporate NPS into any survey, ensure your questionnaire follows best practice, and help your organisation calculate NPS effectively.

what you get:

Benchmarking

You may be wondering “What is a good NPS score?”. We’ll benchmark your NPS scoring against our league tables where possible, indicating how yours compares to that of competitors.


Targets

We’ll set realistic targets to help improve NPS scores.

Reporting

Beyond the “one number”, we’ll break your NPS down, looking to understand individual customer scores.

Drivers

The drivers of promotion and detraction are often different. We’ll make sure you know what has the most impact.

Data collection

Using NPS score.

Get in touch

Get in touch to discuss how to make the most of headline measures in your customer research project.

Contact us

Which headline metric is right for you?

Many of our clients often use a "basket" of headline metrics and we can incorporate them into nearly any survey. Three of the most popular metrics are:

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NET PROMOTER SCORE webinars

Webinar

NPS Best Practice

If you’re using Net Promoter Score (NPS) as your headline measure, this webinar is a must. NPS should be the starting point for customer insight, not the ultimate goal.

Webinar

CSAT, NPS or Customer Effort: Choosing Your Key Metric

Is your key metric the right one for your business? This webinar walks through the pros and cons of CSat, NPS and Customer Effort with some practical tips to minimising the disadvantages. Chris will provide examples of when each metric and a basket of metrics have worked well.

Webinar

The Flaws of NPS and How to Get the Most Out of it

The Net Promoter Score approach to customer research has strengths, but it also has many weaknesses. Some experts argue that NPS is useless because of these, but it's as big a mistake to dismiss NPS altogether as it is to embrace it unthinkingly. In this webinar we'll look at th...

Webinar

Measuring Trust

Trust is a driver of loyalty but do we always know the best way of quantifying how much customers trust us? Stephen Hampshire gives an overview of this complex topic. He'll start by giving you an introduction to the theory and practice of understanding Trust and then will look a...

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Podcast

How NPS is Used

Can you believe Net Promoter Score is 18 years old? Love it or hate it, you can’t deny that NPS has been the most successful movement in the history of customer research. NPS has become a de facto standard, but like its inventor Fred Reichheld, we have reservations about the wa...

Webinar

Customer Satisfaction Index: How and Why to Use It

A Customer Satisfaction Index (CSI) can take your Customer Satisfaction (CSAT) scores to another level. Combining and weighting CSAT scores for individual interactions, product or services, will give you a much more accurate view of how satisfied your customers are with your busi...

Webinar

NPS Best Practice

If you’re using Net Promoter Score (NPS) as your headline measure, this webinar is a must. NPS should be the starting point for customer insight, not the ultimate goal.

Webinar

CSAT, NPS or Customer Effort: Choosing Your Key Metric

Is your key metric the right one for your business? This webinar walks through the pros and cons of CSat, NPS and Customer Effort with some practical tips to minimising the disadvantages. Chris will provide examples of when each metric and a basket of metrics have worked well.