NET PROMOTER SCORE
Beyond the score. Into the Why.
NPS tells you how loyal your customers are.
We tell you exactly why and what to do about it.
HOW LIKELY ARE YOU TO RECOMMEND US? (0–10)
0
1
2
3
4
5
6
7
8
9
10
Detractors
0–6
Passives
7–8
Promoters
9–10
16%
+68
NPS SCORE — SAMPLE CLIENT
Promoters
76%
Passives
Detractors
8%
+68
Avg. NPS score for our clients
78%
Average response rate on NPS programs
48hrs
Turnaround from deploy to insights
100%
Of programs include why' questions
NET PROMOTER SCORE
Beyond the score.
Into the Why.
NPS tells you how loyal your customers are. We tell you exactly why and what to do about it.
HOW LIKELY ARE YOU TO RECOMMEND US? (0–10)
0
1
2
3
4
5
6
7
8
9
10
Detractors
0–6
Passives
7–8
Promoters
9–10
+68
NPS SCORE — SAMPLE CLIENT
Promoters
76%
Passives
16%
Detractors
8%
+68
Avg NPS score for our clients
78%
Average response rate on NPS programs
48 hrs
Turnaround from deploy to insights
100%
Of programs include why questions
WHAT IS NPS?
One question. Enormous insight.
The Net Promoter Score® is built around a single question:
"On a scale of 0 to 10, how likely are you to recommend us?"
That number: from -100 to +100 gives a powerful snapshot of customer loyalty. The real intelligence lies in understanding WHY customers feel the way they do.
THE NPS FORMULA
NPS = % Promoters − % Detractors
-100
+100
-100
All detractors
0
Neutral
+100
All promoters
Score ranges from -100 (all detractors) to +100 (all promoters)
THE THREE SEGMENTS
Who's in your audience?
Score 0–6
Detractors
Unhappy customers unlikely to purchase again — and may actively warn others away from your brand. Needs immediate attention.
High churn risk · Brand damage
Score 7–8
Passives
Satisfied but not enthusiastic. Could switch to a competitor easily. Won't hurt your brand — but won't grow it either.
Vulnerable to competition · Neutral
Score 9–10
Promoters
Your most loyal customers. They love what you do, buy repeatedly, and actively refer others to you. These are your most valuable asset.
Revenue engine · Brand ambassadors
INDUSTRY BENCHMARKS
How does your score compare?
NPS scores vary significantly by industry. Understanding where you sit relative to your sector is the starting point for any serious improvement program.
Healthcare
+58
Technology / SaaS
+41
Government / Public
+34
Retail / Consumer
+47
Telecommunications
+31
NPS TREND — LAST 4 QUARTERS
Q1
Q2
Q3
Q4
+44
+51
+59
+68 ↑
Top driver
Response speed
↑ 68% of promoters
Fix priority
Onboarding
↓ 44% of detractors
OUR APPROACH
We deliver more than the score.
Most NPS tools stop at the number. At Insight Surveys, we build NPS programs that include targeted follow-up questions behind every score, quantifying the drivers so you know exactly what to fix.
"The real value is in the why and that's what we uncover."
— Robb Bucklin, Insight Surveys
✓
NPS + 'Why' questions
Structured follow-ups that quantify what's driving satisfaction or dissatisfaction.
⊞
Segment-level reporting
NPS by customer segment, product line, region, or department.
↗
Trend tracking over time
Repeat deployment so you can track your score over quarters and measure change.
◈
Snap XMP powered
Multi-mode, fully branded, with automated invitations and real-time results.
THE PROCESS
How we run your NPS program
01
Define objectives
We work with you to define what you want to learn: CX, brand loyalty, eNPS, or post-purchase experience. Every program is tailored.
Discovery
02
Design the survey
Core NPS question plus targeted follow-up questions that uncover the drivers, optimized for your audience and delivery channel.
Design
03
Deploy & collect
Automated invitations, personalized reminders to non-respondents, real-time monitoring, and quota controls across all channels.
Fieldwork
04
Report & act
NPS report with score, segment breakdowns, driver analysis, and actionable recommendations in PPT, PDF, or live dashboard.
Insights