Transactional vs. Relational NPS: Which to Use?

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href="/customer-experience/omnichannel/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Omnichannel Experience Management</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/digital-analytics/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Digital Experience Analytics</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/website-app-feedback/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Website & App Feedback</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/locations/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Location Experience Hub</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/online-reputation-management/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" 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qnav-menu-link-level-2" href="/employee-experience/"> <small>XM for</small> <span class="qnav-menu-link-level-2-title">Employee Experience</span> </a> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="/employee-experience/employee-engagement/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Employee Engagement</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/pulse-surveys/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Employee Pulse</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/research/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Employee Research</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/candidate-experience/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Candidate Experience Management</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/onboarding-exit/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Employee Onboarding & Exit</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/360-degree-feedback/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>360 Development Feedback</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/employee-retention/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Employee Retention Analytics</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/employee-listening/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Continuous Employee Listening</span> </a> </li> </ul> </li> <li class="qnav-list-level-2"> <a class="qnav-list-title-level-2 qnav-menu-link-level-2" href="/strategy/"> <small>XM for</small> <span class="qnav-menu-link-level-2-title">Strategy & Research</span> </a> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="/strategy/research/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Strategic Market Research</span> </a> </li> <li > <a class="qnav-menu-card" href="/strategy/product-research/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Product Research</span> </a> </li> <li > <a class="qnav-menu-card" href="/strategy/brand-research/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Brand and Communication Research</span> </a> </li> <li > <a class="qnav-menu-card" href="/strategy/ux/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>User Experience Research</span> </a> </li> <li > <a class="qnav-menu-card" href="/edge/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="" alt=""> </div> <span>Edge Audiences</span> </a> </li> </ul> </li> <li class="qnav-menu-footer"> <a class="qnav-link-start" href="/platform/"> XM Platform </a> <p class="qnav-display-none qnav-display-xl-block qnav-description qnav-text-white"> Explore the platform powering Experience Management </p> <div class="qnav-display-flex qnav-items-center qnav-h-full qnav-ms-auto"> <a class="qnav-link-end qnav-text-white" href="/free-account/?utm_lp=nav-sticky-banner">Free Account</a> <div class="qnav-divider"></div> <a class="qnav-link-end qnav-text-white" href="/watch-demo/?utm_lp=nav-sticky-banner">Product Demos</a> </div> </li> </ul> </li> <li data-qnav-id=6> <details class="qnav-menu-button" data-qnav-id=6 data-gacontainer="Header" data-sub="Solutions" > <summary class="qnav-card qnav-tab-level-1 qnav-underline-level-1">Solutions</summary> </details> <ul class="qnav-level-2" data-qnav-id=6 data-level="2"> <li class="qnav-display-xl-none"> <button class="qnav-back-button" type="button" data-parent-id="qnav-6">Back</button> </li> <li class="qnav-list-level-2"> <a class="qnav-list-title-level-2 qnav-menu-link-level-2" href="/team/"> <span class="qnav-menu-link-level-2-title">Teams</span> </a> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="/digital/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/marketing-icon.svg" alt=""> </div> <span>For Digital</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-service/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/for-customer-care.svg" alt=""> </div> <span>For Customer Care</span> </a> </li> <li > <a class="qnav-menu-card" href="/human-resources/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/community.svg" alt=""> </div> <span>For Human Resources</span> </a> </li> <li > <a class="qnav-menu-card" href="/market-research/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/research-icon.svg" alt=""> </div> <span>For Researchers</span> </a> </li> <li > <a class="qnav-menu-card" href="/team/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/plus.svg" alt=""> </div> <span>All Teams</span> </a> </li> </ul> </li> <li class="qnav-list-level-2"> <a class="qnav-list-title-level-2 qnav-menu-link-level-2" href="/industry/"> <span class="qnav-menu-link-level-2-title">Industries</span> </a> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="/healthcare/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/healthcare-icon.svg" alt=""> </div> <span>Healthcare</span> </a> </li> <li > <a class="qnav-menu-card" href="/education/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/education-icon.svg" alt=""> </div> <span>Education</span> </a> </li> <li > <a class="qnav-menu-card" href="/financial-services/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/financial-icon.svg" alt=""> </div> <span>Financial Services</span> </a> </li> <li > <a class="qnav-menu-card" href="/government/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/government-icon.svg" alt=""> </div> <span>Government</span> </a> </li> <li > <a class="qnav-menu-card" href="/industry/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/plus.svg" alt=""> </div> <span>All Industries</span> </a> </li> </ul> </li> <li class="qnav-list-level-2"> <p class="qnav-list-title-level-2"> Popular Use Cases </p> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="/customer-experience/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/customer-experience-icon.svg" alt=""> </div> <span>Customer Experience</span> </a> </li> <li > <a class="qnav-menu-card" href="/employee-experience/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/employee-experience-icon_0.svg" alt=""> </div> <span>Employee Experience</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/nps-software/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/icons-56-1.svg" alt=""> </div> <span>Net Promoter Score</span> </a> </li> <li > <a class="qnav-menu-card" href="/customer-experience/voice-of-customer/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-12/brain_head.svg" alt=""> </div> <span>Voice of Customer</span> </a> </li> </ul> </li> <li class="qnav-menu-footer"> <div class="qnav-display-flex qnav-items-center qnav-h-full "> <a class="qnav-link-end qnav-text-white" href="/free-account/?utm_lp=nav-sticky-banner">Free Account</a> <div class="qnav-divider"></div> <a class="qnav-link-end qnav-text-white" href="/watch-demo/?utm_lp=nav-sticky-banner">Product Demos</a> </div> </li> </ul> </li> <li data-qnav-id=11> <details class="qnav-menu-button" data-qnav-id=11 data-gacontainer="Header" data-sub="Resources" > <summary class="qnav-card qnav-tab-level-1 qnav-underline-level-1">Resources</summary> </details> <ul class="qnav-level-2" data-qnav-id=11 data-level="2"> <li class="qnav-display-xl-none"> <button class="qnav-back-button" type="button" data-parent-id="qnav-11">Back</button> </li> <li class="qnav-list-level-2"> <p class="qnav-list-title-level-2"> Customer </p> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="https://support-portal.qualtrics.com/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/support-icon.svg" alt=""> </div> <span>Customer Success Hub</span> </a> </li> <li > <a class="qnav-menu-card" href="/support/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/product-documentation.svg" alt=""> </div> <span>Product Documentation</span> </a> </li> <li > <a class="qnav-menu-card" href="/training/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/certificate-icon.svg" alt=""> </div> <span>Training & Certification</span> </a> </li> <li > <a class="qnav-menu-card" href="https://community.qualtrics.com/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/community.svg" alt=""> </div> <span>Community</span> </a> </li> <li > <a class="qnav-menu-card" href="https://www.xminstitute.com/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/xm-institute.svg" alt=""> </div> <span>XM Institute</span> </a> </li> <li > <a class="qnav-menu-card" href="/services/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-12/wrench_icon.svg" alt=""> </div> <span>Services</span> </a> </li> </ul> </li> <li class="qnav-list-level-2"> <p class="qnav-list-title-level-2"> Learn </p> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="/resources/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/popular-resources.svg" alt=""> </div> <span>Popular Resources</span> </a> </li> <li > <a class="qnav-menu-card" href="/customers/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/customer-stories.svg" alt=""> </div> <span>Customer Stories</span> </a> </li> <li > <a class="qnav-menu-card" href="/blog/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/blog-icon.svg" alt=""> </div> <span>Blog</span> </a> </li> <li > <a class="qnav-menu-card" href="/trends-reports/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/artificial-intelligence.svg" alt=""> </div> <span>2025 Experience Trends</span> </a> </li> <li class="qnav-list-level-3"> <a class="qnav-menu-card" href="/experience-management/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/xm-icon.svg" alt=""> </div> <span>XM Knowledge Base</span> </a> <details class="qnav-collapse-button" open> <summary class="qnav-card"></summary> </details> <ul class="qnav-level-4" data-level="4"> <li> <a class="qnav-menu-link-level-4" href="/customer-experience/customer/"> Customer Experience </a> </li> <li> <a class="qnav-menu-link-level-4" href="/experience-management/employee/"> Employee Experience </a> </li> <li> <a class="qnav-menu-link-level-4" href="/experience-management/research/"> Market Research </a> </li> </ul> </li> </ul> </li> <li class="qnav-list-level-2"> <p class="qnav-list-title-level-2"> Company </p> <ul class="qnav-level-3" data-level="3"> <li > <a class="qnav-menu-card" href="/about/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/about-us.svg" alt=""> </div> <span>About Us</span> </a> </li> <li > <a class="qnav-menu-card" href="/careers"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/employee-experience-icon_0.svg" alt=""> </div> <span>Careers</span> </a> </li> <li > <a class="qnav-menu-card" href="/partnerships/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/partnerships-icon.svg" alt=""> </div> <span>Partnerships</span> </a> </li> <li > <a class="qnav-menu-card" href="/marketplace/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-07/marketplace.svg" alt=""> </div> <span>Marketplace</span> </a> </li> <li > <a class="qnav-menu-card" href="/x4summit/"> <div class="qnav-menu-icon"> <img class="qnav-menu-icon-main" data-src="https://www.qualtrics.com/sites/default/files/2024-05/x4-logo.svg" alt=""> </div> <span>X4 Summit</span> <div class="qnav-display-none qnav-display-xl-block qnav-description"> <p>The annual gathering of the experience leaders at the world’s iconic brands building breakthrough business results, live in Salt Lake City.</p> </div> </a> </li> </ul> </li> <li class="qnav-menu-footer"> <div class="qnav-display-flex qnav-items-center qnav-h-full "> <a class="qnav-link-end qnav-text-white" href="/free-account/?utm_lp=nav-sticky-banner">Free Account</a> <div class="qnav-divider"></div> <a class="qnav-link-end qnav-text-white" href="/watch-demo/?utm_lp=nav-sticky-banner">Product Demos</a> </div> </li> </ul> </li> <li data-qnav-id=861> <a class="qnav-card menu-link qnav-tab-level-1 qnav-underline-level-1" href="/pricing/" data-gacontainer="Header" data-sub="Pricing" > Pricing </a> </li> <li class="qnav-ms-xl-auto" data-qnav-id=291> <details class="qnav-menu-button qnav-lang-button" data-qnav-id=291 > <summary class="qnav-card qnav-tab-level-1 qnav-underline-level-1"> <img class="qnav-display-none qnav-display-xl-block" src="https://www.qualtrics.com/modules/custom/nav_service/src/Assets/images/global.svg" alt="" width="18" height="18"> <span class="qnav-display-xl-none">Language</span> </summary> </details> <ul class="qnav-level-2 qnav-lang-dropdown"> <li class="qnav-display-xl-none"> <button class="qnav-back-button" type="button" data-parent-id="qnav-291">Back</button> </li> <li> <a class="qnav-lang-link" href="/" hreflang="en" data-lang="en" data-gacontainer="Header" data-sub="Language" data-gatext="EN"> English/US </a> </li> <li> <a class="qnav-lang-link" href="/en-gb" hreflang="en-gb" data-lang="en-gb" data-gacontainer="Header" data-sub="Language" data-gatext="EN-GB"> English/UK </a> </li> <li> <a 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data-srcFull="https://www.qualtrics.com/m/assets/wp-content/uploads/2018/12/Retail-Cashier-Phone.jpg"> </div> </div> <div class="w-48 d-inline-block align-top"> <h1 class="headline" data-swiftype-name="title" data-swiftype-type="string"> Transactional vs. relational NPS: Which should you use? </h1> <p class="intro-summary " data-swiftype-name="body" data-swiftype-type="text" style="font-size:18px;"> <span style="font-size:15px;font-weight: 700;line-height: 1.6;"> 7 min read </span> <br /> Net Promoter Score (NPS) is a classic metric in customer experience programs. But did you know you can apply NPS data in different ways, including a relationship metric or transactional feedback? </p> </div> </div> </div> </div> </section> <style> /* Cancel out bolder in _reboot.scss */ b, strong { font-weight: bold; } </style> <section id="article-content-section" class="generated-content customer mb-5"> <div class="container py-3"> <div class="row"> <div class="col-12 col-lg-7 offset-lg-2"> <div class="content-block"> <h2>What is NPS?</h2> <p>Initially created in 2003 by Bain & Company, <a href="/experience-management/customer/net-promoter-score/">NPS</a> has become a standard metric to measure customer loyalty. Bain & Company found that organizations with industry-leading Net Promoter Scores outgrow competing companies by more than double.</p> <p>NPS gained popularity due to its simplicity. With it, you can calculate loyalty by asking just one question.</p> <p>While the question is simple, you can use it in multiple contexts and at various frequencies to get many different types of data. Transactional NPS and Relational NPS are two of these variations.</p> <p><strong><a href="/marketplace/transactional-nps-program/?utm_lp=hub-transactional-vs-relational-nps">Get Started: Design your First Transactional NPS® Project</a></strong></p> <h2>How NPS works</h2> <p>To collect NPS data, you ask your respondents this question:</p> <p><em>How likely is it that you would recommend [Organization X/Product Y/Service Z] to a friend or colleague?</em></p> <p><img decoding="async" class="img-responsive center-block spacing-xs" style="width: 80%; box-shadow: 2px 2px 15px #D9D9D6;" src="/blog/wp-content/uploads/2018/12/Screen-Shot-2018-12-07-at-10.19.41-AM-770x310.png" alt="Alt Tag" /></p> <p>Based on their responses you can categorize your respondents into three categories:</p> <ul> <li>Respondents who respond with a 9 or 10 and are typically loyal customers.</li> <li>Respondents who respond with a 7 or 8 and are happy or indifferent about your product, service, or company</li> <li>Respondents with a score of 0 to 6 who are generally disgruntled.</li> </ul> <p>To calculate your NPS score, subtract the percentage of detractors from the percentage of promoters.</p> <p><img fetchpriority="high" decoding="async" class="aligncenter size-full wp-image-54523" src="https://www.qualtrics.com/m/assets/wp-content/uploads/2018/09/nps_img1-e1536165563141.png" alt="" width="888" height="429" srcset="https://www.qualtrics.com/m/assets/wp-content/uploads/2018/09/nps_img1-e1536165563141.png 888w, https://www.qualtrics.com/m/assets/wp-content/uploads/2018/09/nps_img1-e1536165563141-150x72.png 150w, https://www.qualtrics.com/m/assets/wp-content/uploads/2018/09/nps_img1-e1536165563141-400x193.png 400w, https://www.qualtrics.com/m/assets/wp-content/uploads/2018/09/nps_img1-e1536165563141-768x371.png 768w" sizes="(max-width: 888px) 100vw, 888px" /></p> <p>New to NPS? You can <a href="https://www.qualtrics.com/marketplace/net-promoter-score-survey/">download a free NPS survey template to use with your Qualtrics account</a></p> <p>The graphic below simulates what happens when you turn your detractors into promoters, and the effect it has on your NPS score. The more green there is, the stronger <a href="https://www.qualtrics.com/experience-management/brand/brand-equity/">brand loyalty</a> and the more positive the effect is on your business.</p> <p><img decoding="async" class="alignnone wp-image-81953 size-full" src="https://www.qualtrics.com/m/assets/wp-content/uploads/2018/12/NPS-Simulation-2.gif" alt="NPS Simulation 2" width="600" height="338" /></p> <h2>What is relational NPS?</h2> <p>Relational NPS is determined by asking your customers how they feel about your organization overall. Relational NPS gives you a high-level view of <a href="https://www.qualtrics.com/experience-management/customer/customer-satisfaction/">customer satisfaction</a> and loyalty. This metric is a good health check of your brand and provides valuable data to compare year-over-year improvement and industry NPS standards.</p> <h3>When to use relational NPS</h3> <p>Relational NPS is ideal when you want to:</p> <ul> <li>Know the overall perception of your organization</li> <li>Benchmark against internal or external NPS data</li> <li>Understand overall customer loyalty</li> </ul> <h3>Relational NPS surveys you should be sending</h3> <ul> <li><strong>Annual, 6-monthly or quarterly check-in</strong><br /> It makes sense to collect relational NPS feedback at regular intervals, since there’s no specific trigger event for them. Because you’re looking for a general overview of the relationship, ideally you don’t want the customer to receive the survey when they’re in the midst of a specific experience with you such as a purchase, as it will color their perspective. If you send your relational NPS survey to everyone at once, make sure it doesn’t coincide with a period of peak sales (such as the holidays).</li> </ul> <h2>What is transactional NPS?</h2> <p>While transactional NPS uses the same survey methodology, it aims to address customer satisfaction at a more granular level. Unlike relational NPS, transactional NPS questions elicit feedback after a specific interaction like a support call or after installation. Transactional feedback provides very direct feedback about a particular issue, allowing your organization to optimize different touchpoints across the customer lifecycle and giving each department a metric to base its actions around.</p> <h3>When to use transactional NPS</h3> <p>Transactional NPS is ideal when you want to:</p> <ul> <li>Identify strengths or weaknesses for customer interactions</li> <li>Create an individual metric for different teams</li> <li>Find actionable insights at the transactional level</li> </ul> <h3>Transactional NPS surveys you should be sending</h3> <p>Here are some transactional survey examples. This list includes the classic transactional survey touchpoints, but you can send surveys at whichever points of the customer journey NPS data is needed.</p> <ul> <li><strong>Post-purchase</strong><br /> Send an NPS survey shortly after your customer has taken delivery of the goods or services, but not immediately. Give them some time to use and evaluate – this could be a week or two weeks.</li> <li><strong>Contact center </strong><br /> It’s common practice to send an NPS question to customers immediately after they’ve been in touch with your contact center and the experience is fresh in their mind.</li> <li><strong>New customer</strong><br /> Collecting NPS data from a brand new customer can help you assess the customer onboarding process.</li> <li><strong>Product update or redesign</strong><br /> Send NPS questionnaires when the customer’s experience of your product or service has materially changed in some way and you want to know how well the adjustment has been received. Bear in mind that most people dislike change – to avoid knee-jerk negative responses, give them a few days or weeks to get used to it before you send your questionnaire.</li> </ul> <p>See how your NPS compares against your industry: <a href="/nps-industry-benchmark-calculator/">NPS Industry Benchmark Calculator</a></p> <h3>Get the right combination to boost your customer experience</h3> <p>Good <a href="https://www.qualtrics.com/experience-management/customer/customer-experience-program/">customer experience programs</a> often use a combination of relational and transactional metrics to better understand customer satisfaction at the macro and micro levels.</p> <p>Relational NPS and transactional NPS each have their place, and the data they provide helps you to build up a richer picture of how you’re performing. For many businesses, transactional NPS is collected more frequently since it relates to a wide range of experience touchpoints and what it tells you is usually more actionable than relational NPS data.</p> <h2>How to use the data you collect</h2> <p><strong>Relational NPS data</strong> gives you an overview of how customers see your brand. Because it’s a single-question metric, you’ll need more information in order to find out what the specific drivers of the <a href="/experience-management/customer/customer-experience/">customer experience</a> are so that you can take action. You should use relational NPS data alongside other experience metrics like CSAT and CES, and operational metrics like sales figures and website conversions, to help you understand your CX performance.</p> <p><strong>Transactional NPS data</strong> gives you specific information about a customer experience, meaning it’s easier to act on. For example if a customer gives you a poor NPS score after making a purchase, you can do things like following up with that customer to find out what happened, and checking the NPS scores of other customers purchasing the same thing at the same time to learn whether there’s a bigger issue you need to address.</p> <h3><strong>Related NPS resources:</strong></h3> <ul> <li><a href="https://www.qualtrics.com/experience-management/customer/net-promoter-score/">What is Net Promoter Score (NPS)?</a></li> <li><a href="https://www.qualtrics.com/experience-management/customer/measure-nps/">How to Calculate NPS Score</a></li> <li><a href="https://www.qualtrics.com/templates/net-promoter-score-questions/?utm_lp=blog">NPS Survey Template</a></li> <li><a href="https://www.qualtrics.com/customer-experience/nps-software/">NPS Software Tool</a></li> </ul> </div> </div> </div> </div> <div class="my-3 py-4 bg-gray-light" data-gacontainer="gasection" data-gatext="cta-panel"> <div class="container"> <div 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value="France">France</option><option data-code="GF" data-us-name="French Guiana" value="French Guiana">French Guiana</option><option data-code="PF" data-us-name="French Polynesia" value="French Polynesia">French Polynesia</option><option data-code="TF" data-us-name="French Southern Territories" value="French Southern Territories">French Southern Territories</option><option data-code="GA" data-us-name="Gabon" value="Gabon">Gabon</option><option data-code="GM" data-us-name="Gambia" value="Gambia">Gambia</option><option data-code="GE" data-us-name="Georgia" value="Georgia">Georgia</option><option data-code="DE" data-us-name="Germany" value="Germany">Germany</option><option data-code="GH" data-us-name="Ghana" value="Ghana">Ghana</option><option data-code="GI" data-us-name="Gibraltar" value="Gibraltar">Gibraltar</option><option data-code="GR" data-us-name="Greece" value="Greece">Greece</option><option data-code="GL" data-us-name="Greenland" value="Greenland">Greenland</option><option 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