Net Promoter Score
Your NPS score is the starting point, not the conclusion.
Related Solutions
An NPS score indicates how likely customers are to recommend your organisation. On its own, it remains a snapshot. Only when you understand what drives the score up or down do you know where to take action to improve the customer experience. Net Promoter Score research therefore also examines what lies behind your NPS: which experiences strengthen customer loyalty, where customers disengage and which factors have the greatest influence. This turns NPS from a figure to report into a tool for improving customer relationships, brand experience and service delivery.
Who is
this for?
Your NPS is changing, but you do not know why.
You see your score rise or fall, but lack the story behind the change and want to understand which experiences are driving it.
You collect feedback, but lack focus.
You know what customers are telling you, but want to distinguish isolated signals from improvements that genuinely affect the customer relationship.
You want to manage customer loyalty more systematically.
You want to move beyond one-off NPS measurements and use customer feedback to track developments, inform decisions and drive continuous improvement.
From NPS score to continuous improvement.
A Net Promoter Score (NPS) indicates how willing customers are to recommend your organisation. But the score alone does not tell you what to do. That is why we look beyond the NPS to identify which experiences strengthen the customer relationship, where friction occurs and which factors carry the most weight.
Measuring NPS consistently provides an ongoing view of customer loyalty. You can see how experiences develop, what changes after improvements are made and where new areas need attention. Each measurement becomes part of a continuous improvement process rather than a new starting point.
People who appear similar on paper may make choices based on entirely different needs. That is why we look beyond age, income and life stage. We explore what motivates people and which differences genuinely shape their behaviour and preferences.
We turn these insights into a segmentation that is not only statistically robust, but above all practical. We assess the potential of different groups and create a structure that is distinct enough to guide meaningful decisions without becoming unnecessarily complex. The result is a segmentation your organisation can genuinely act on.
We explore the needs, motivations and drivers within your market, and identify which ones genuinely distinguish consumers from one another. Relevant characteristics such as behaviour, life stage and demographics then help us understand and describe each group in greater depth.
We group consumers based on meaningful differences and test which structure is most useful. We look for the right balance: enough distinction between groups, without creating more segments than necessary.
Not every segment is equally attractive. That is why we consider factors such as size, value, accessibility and fit with your brand. This reveals which groups should take priority and where the greatest opportunities lie.
Make NPS part of everyday practice.
Keep scores and
trends together.
An online dashboard brings together NPS, underlying indicators and trends. This gives teams a shared view of how customer loyalty is developing.
Turn customer feedback
into insight.
Open-ended responses, the Root Cause Method and in-depth analysis help you look beyond the score and understand what genuinely matters to customers.
Make insights
accessible to everyone.
Via a chat function, the data comes to life in an accessible way. This makes research easier to use outside the research team.
Bring insights
to life.
Action Sessions, regular workshops and training help employees understand the results and apply them to their day-to-day work.
what our approach
delivers.
A clear view of how customer loyalty is developing.
See how your NPS is developing and understand what is driving the changes.
Clearer decisions on where to improve.
Identify which causes and experiences deserve the most attention to strengthen the customer relationship.
A clear view of the impact of your actions.
Track what happens after improvements are introduced and identify where further action is needed.
An organisation that learns from customer feedback.
Give teams the insights and practical tools to keep improving from the customer’s perspective over time.
Our research specialist
is happy to help.
Related solutions.
Customer Satisfaction Research.
Discover how customers assess their experience with your organisation, what drives their satisfaction and where opportunities for improvement lie.
Experience
Customer Journey.
Map the customer journey and identify the moments that make or break the experience, where friction arises and where you can make a difference.
experience
In practice.
Vattenfall
Fonds voor Cultuurparticipatie
What lies behind your NPS?
Discover which experiences drive your NPS up or down and where improvement will have the most impact.
