Spotlight

Unlocking the Power of NPS

Brands Need a Back-to-Basics Approach to Cultivate Better CX

Report by Patty Soltis  | Jul 8, 2022
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Table of Contents
Executive Summary
Most Brands Miss the Mark with NPS
Companies Misuse NPS—If They Use It at All
How Can Companies Unlock the Power of NPS?
Insider Intelligence Interviews
Read Next
Sources
Media Gallery
About This Report
A company’s Net Promoter Score (NPS) has the potential to impact businesses positively in sales, cost efficiencies, and profits. But why are so many brands misusing it?
Topics
Customer Experience
US
Table of Contents
Executive Summary
Most Brands Miss the Mark with NPS
Companies Misuse NPS—If They Use It at All
How Can Companies Unlock the Power of NPS?
Insider Intelligence Interviews
Read Next
Sources
Media Gallery

Executive Summary

Net Promoter Score (NPS) is the go-to metric to gauge customer satisfaction, but it’s not giving customers what they want from brands: a better experience.

Key Question: How should companies leverage NPS to improve the customer experience (CX) for sustainable business growth?

Attitudes and Behaviors of Consumers Worldwide After Their Customer Service Experience, Feb 2022 (% of respondents)
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KEY STAT: Customers overwhelmingly want to repurchase and recommend based on positive CX, but 76% of customers will tell friends and family about a bad experience.

Here’s what’s in the full report

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7expert perspectives

Insights from industry and company leaders.

    Table of Contents

    1. Executive Summary
    2. Most Brands Miss the Mark with NPS
    3. Companies Misuse NPS—If They Use It at All
    1. How Can Companies Unlock the Power of NPS?
    2. Insider Intelligence Interviews
    3. Read Next
    1. Sources
    2. Media Gallery

    Charts in This Report

    Attitudes and Behaviors of Consumers Worldwide After Their Customer Service Experience, Feb 2022 (% of respondents)How Often Internet Users in Select Countries Think Businesses Use Customer Feedback, July 2021 (% of respondents in each group)
    B2B Companies Worldwide that Have Their Customer Experience (CX) Program Aligned with Company Strategy, July 2021 (% of respondents)Churn Indicators According to Business Leaders Worldwide, Dec 2021 (% of respondents)

    Interviewed for This Report

    Adam Dorrell
    CustomerGauge
    CEO and Co-Founder
    Interviewed May 17, 2022
    Ben Goodey
    CustomerGauge
    Head of Growth Marketing
    Interviewed May 17, 2022
    Greg Kihlstrom
    GK5A
    Principal, Chief Strategist
    Interviewed April 21, 2022
    Ian Luck
    CustomerGauge
    Vice President, Marketing
    Interviewed May 17, 2022
    Ken Peterson
    QuestionPro
    President, CX
    Interviewed May 18, 2022
    Adam Ramshaw
    Genroe
    Director and Owner
    Interviewed May 16, 2022
    Rupert Whitehead
    Google
    Strategic Partnerships Manager
    Interviewed May 16, 2022

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    authors

    Patty Soltis

    Contributors

    Dave Frankland
    Principal Analyst, Marketing
    Tracy Tang
    Senior Researcher
    Kelsey Voss
    Principal Analyst
    Debra Aho Williamson
    Principal Analyst