NPS (Net Promoter Score) Software

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data-gacontainer="gasection" data-gatext="hero" style="background-image:url('');"> <div class="container"> <div class="row"> <div class="col-lg-7 pb-5"> <div class="mb-6"> <nav class="breadcrumb-links anchor-inherit" aria-label="Breadcrumb"> <div > <ol class="p-0"> <li class="breadcrumb-link d-inline"> <a href="https://www.qualtrics.com/en-gb/customer-experience/" > Customer Experience</a> <span class="px-2"></span> </li> <li class="breadcrumb-link d-inline"> <a href="https://www.qualtrics.com/en-gb/customer-experience/nps-software/" aria-current="page"> Net Promoter Score</a> <span class="px-2 d-none"></span> </li> </ol> </div> </nav> </div> <h1 class="headline-eyebrow">NPS (Net Promoter Score) Software</h1> <h2 class="headline">Measure, analyse and improve NPS across your organisation</h2> <p>Net Promoter Score (NPS) is one of the most common customer experience metrics used by companies around the world. With NPS software you get a simple, flexible and powerful platform to engage your customers.</p>   <div class="mb-5" style="height: .01px;"></div> <p class="d-flex"><button class="btn btn-primary mr-2" data-toggle="modal" data-target="#marketo-embedded-modal" data-action="Request Demo" data-details="Section" >Request Demo</button><a class="btn btn-black btn-outline mr-2" href="/marketplace/net-promoter-score-survey/?utm_lp=uk-use-case-nps" >Free Survey Template</a></p> </div> <div class="col-lg-5 pt-3 pt-lg-7 d-flex justify-content-center align-items-center"> <img class="img-fluid" src="https://www.qualtrics.com/m/assets/en-gb/wp-content/uploads/2024/05/net-promoter-score-gauge-uk.webp" alt="" > </div> </div> </div> </section><section class="bg-white text-black black background-image pt-7 pb-7 " > <div class="container position-relative"> <div class="row mb-5 "> <div class="col-lg-12 offset-lg-0 mb-0 " > <h2 class="headline-small text-center">A view on the ground</h2> <hr class="hr-short hr-thick bg-gradient-135deg mx-auto"> </div> </div><div class="row mb-0 "> <div class="col-lg-4 offset-lg-0 mb-5 " > <h3 class="feature-module text-center">67% of consumers cite a negative experience as one of the primary reasons for switching brands.</h3> </div> <div class="col-lg-4 offset-lg-0 mb-5 " > <h3 class="feature-module text-center">95% of dissatisfied<br/> customers tell others<br/> about their experience.</h3> </div> <div class="col-lg-4 offset-lg-0 mb-5 " > <h3 class="feature-module text-center">Companies with long-term profitable growth have average NPS scores twice as high as typical companies.</h3> </div> </div> </div> </section><section class="bg-bx text-white white background-image pt-7 pb-7 " > <div class="container position-relative"> <div class="row mb-0 mx-lg-n5"> <div class="col-lg-6 offset-lg-0 mb-6 px-lg-5" > <h2 class="headline-light text-left">With Net Promoter Score you can:</h2> </div> <div class="col-lg-6 offset-lg-0 mb-0 px-lg-5" > <div class="default-style-wrapper"><ol> <li>Identify unsatisfied and at-risk customers</li> <li>Segment customers by loyalty</li> <li>Optimise around a single customer metric</li> <li>Benchmark against industry and competitor scores</li> <li>Uncover customer loyalty drivers</li> <li>Monitor improvements in products, services and across the entire customer journey</li> </ol> </div> </div> </div> </div> </section><section class="py-7 bg-gray-light " data-gacontainer="gasection" data-gatext="cta"> <div class="container d-flex flex-column align-items-center"> <h2 class="headline-small text-center mb-4">See how much bad customer experiences<br/> are costing your business</h2> <p class="d-flex"><a class="btn btn-primary mr-2" href="/en-gb/calculators/value-at-risk-calculator/?utm_lp=uk-use-case-nps" >Calculate your risk</a></p> </div> </section><section class="bg-white text-black black background-image pt-7 pb-7 " > <div class="container position-relative"> <div class="row mb-0 mx-lg-n5"> <div class="col-lg-6 offset-lg-0 mb-0 px-lg-5" > <h2 class="headline-small text-left">Use NPS data to predict and prevent customers from leaving</h2><div class="default-style-wrapper"><p>Use your NPS data to make powerful projections about customer behaviour, like whether they’re at risk of churn.</p> <p>With AI and predictive analytics, you can combine NPS with your operational data – such as spend or repeat visits – to predict customer behaviour and potential impacts on your core operational metrics.</p> </div><div class="mb-4" style="height: 0.01px;"></div> <a class="btn btn-black btn-arrow " href="/en-gb/frontline/" >Learn more</a> </div> <div class="col-lg-6 offset-lg-0 mb-0 px-lg-5" > <img class="d-none d-md-block mx-auto lazy mw-100 h-auto" data-src="https://www.qualtrics.com/m/assets/en-gb/wp-content/uploads/2024/05/prevent-customer-churn-uk.webp" alt="Preventing customer churn" width="1100" height="864" style="width: 100%" > </div> </div> </div> </section><section class="bg-white text-black black background-image pt-7 pb-7 " > <div class="container position-relative"> <div class="row mb-0 mx-lg-n5"> <div class="col-lg-6 offset-lg-0 mb-0 px-lg-5" > <img class="d-none d-md-block mx-auto lazy mw-100 h-auto" data-src="https://www.qualtrics.com/m/assets/en-gb/wp-content/uploads/2024/05/nps-dashboards-reporting-uk.webp" alt="Role based NPS dashboards and reports" width="1100" height="864" style="width: 100%" > </div> <div class="col-lg-6 offset-lg-0 mb-0 px-lg-5" > <h2 class="headline-small text-left">Powerful role-based dashboards and reporting</h2><div class="default-style-wrapper"><p>Get the right information to the right people in your organisation with role-specific, flexible dashboards and pre-configured reports.</p> <p>With relevant, real-time insights, your organisations can be quicker to act and realize improvements to your customer experience.</p> </div><div class="mb-4" style="height: 0.01px;"></div> <a class="btn btn-black btn-arrow " href="/en-gb/frontline/" >Learn more</a> </div> </div> </div> </section><section class="bg-white text-black black background-image pt-7 pb-7 " > <div class="container position-relative"> <div class="row mb-0 mx-lg-n5"> <div class="col-lg-6 offset-lg-0 mb-0 px-lg-5" > <h2 class="headline-small text-left">One NPS survey, all channels</h2><div class="default-style-wrapper"><p>Improve your response rates by engaging customers on the devices and platforms they want to use. With NPS on Qualtrics XM for Customer Experience you can collect customer feedback through:</p> <ul> <li>Email</li> <li>Chatbots and messaging apps</li> <li>Text or SMS</li> <li>Mobile</li> <li>Native apps</li> <li>Offline surveys</li> <li>And more</li> </ul> </div><div class="mb-4" style="height: 0.01px;"></div> <a class="btn btn-black btn-arrow " href="/en-gb/frontline/" >Learn more</a> </div> <div class="col-lg-6 offset-lg-0 mb-0 px-lg-5" > <img class="d-none d-md-block mx-auto lazy mw-100 h-auto" data-src="https://www.qualtrics.com/m/assets/en-gb/wp-content/uploads/2024/05/nps-channels-uk.webp" alt="Customer feedback channels" width="1100" height="864" style="width: 100%" > </div> </div> </div> </section><section class="bg-white text-black black background-image pt-7 pb-7 " > <div class="container position-relative"> <div class="row mb-0 "> <div class="col-lg-12 offset-lg-0 mb-0 " > <h2 class="headline-small text-center">You’re in good company</h2><div class="mb-4" style="height: 0.01px;"></div> <hr class="hr-short hr-thick bg-gradient-135deg mx-auto"><div class="mb-5" style="height: 0.01px;"></div> </div> </div><div class="row mb-0 mx-lg-n5"> <div class="col-lg-6 offset-lg-0 mb-0 px-lg-5" > <div class="card-quote p-6 pt-7"> <blockquote class="blockquote">Qualtrics gives us the full context of the digital experience and helps us adapt in the moment<br/><br/></blockquote> <svg class="icon icon-size-6 mr-auto icon-black" > <use href="https://www.qualtrics.com/m/assets/dist/svg/customer/sweat.svg#solid"></use> </svg> </div> </div> <div class="col-lg-6 offset-lg-0 mb-0 px-lg-5" > <div class="card-quote p-6 pt-7"> <blockquote class="blockquote">The link between our testing, design and development teams allows us to build breakthrough products</blockquote> <svg class="icon icon-size-6 mr-auto icon-black" > <use href="https://www.qualtrics.com/m/assets/dist/svg/customer/under-armour.svg#solid"></use> </svg> </div> </div> </div> </div> </section><section class="py-7 bg-black text-white" data-gacontainer="gasection" data-gatext="cta"> <div class="container d-flex flex-column align-items-center"> <h2 class="headline-small text-center mb-4">Ready to improve your NPS score?</h2> <p class="d-flex"><button class="btn btn-white mr-2" data-toggle="modal" data-target="#marketo-embedded-modal" data-action="Request Demo" data-details="Section" >Request Demo</button></p> </div> </section><section class="bg-white text-black black background-image pt-7 pb-7 " > <div class="container position-relative"> <div class="row mb-0 "> <div class="col-lg-12 offset-lg-0 mb-0 " > <h2 class="headline-small text-center">Net Promoter Score FAQs</h2><div class="mb-4" style="height: 0.01px;"></div> <hr class="hr-short hr-thick bg-gradient-135deg mx-auto"><div class="mb-4" style="height: 0.01px;"></div><div id="faq" class="accordion"> <button class="btn-reset" data-toggle="collapse" data-target="#faq-1"><strong>What is Net Promoter Score (NPS)?</strong></button> <div id="faq-1" class="collapse" data-parent="#faq"> <p style="padding-bottom:0px;"><a href="/en-gb/experience-management/customer/net-promoter-score/">Net Promoter Score</a>, commonly referred to as NPS is a well-known metric used to evaluate customer loyalty. NPS was developed by Fred Reichheld, a Bain Fellow and founder of Bain & Company’s Loyalty Practice. NPS uses a simple question and rating scale:</p> <p><em>Based on your most recent support call, on a scale from 0-10, how likely are you to recommend COMPANY to a friend or colleague?</em></p> </div> <button class="btn-reset" data-toggle="collapse" data-target="#faq-2"><strong>How is Net Promoter Score calculated?</strong></button> <div id="faq-2" class="collapse" data-parent="#faq"> <p style="padding-bottom:0px;">Based on the rating, respondents are divided into three groups:</p> <ul style="padding:0px 0px;"> <li>Promoters are respondents who respond with a score of 9 or 10.</li> <li>Passives are respondents who respond with a score of 7 or 8.</li> <li>Detractors are respondents who respond with a score of 0 to 6.</li> </ul> <p>To <a href="/en-gb/experience-management/customer/measure-nps/">find your score</a>, subtract the percentage of promoters from the percentage of detractors. For example, if 10% of our respondents are detractors, 20% are passives, and 70% are promoters, your NPS score would be 70-10 = 60. </p> </div> <button class="btn-reset" data-toggle="collapse" data-target="#faq-3"><strong>What is a good NPS score?</strong></button> <div id="faq-3" class="collapse" data-parent="#faq"> <p>From the absolute NPS position, any score over 0 would be considered ‘good’ as there are more promoters than detractors although, this would be seen as the minimum level of progress. To be above average, a score greater than 50 is needed, so you would need to work on turning detractors into passives.</p> </div> <button class="btn-reset" data-toggle="collapse" data-target="#faq-4"><strong>What are the benefits of Net Promoter Score?</strong></button> <div id="faq-4" class="collapse" data-parent="#faq"> <p>Net Promoter Score (NPS) provides a simple, quantitative measure of customer loyalty and satisfaction. It identifies promoters and detractors, facilitating targeted customer experience improvements. By tracking NPS over time, companies can gauge the effectiveness of service initiatives, predict business growth, and benchmark performance against competitors. NPS also encourages customer-centric cultures by putting the focus on customer feedback.</p> </div> <button class="btn-reset" data-toggle="collapse" data-target="#faq-5"><strong>Are there any drawbacks to using Net Promoter Score?</strong></button> <div id="faq-5" class="collapse" data-parent="#faq"> <p>While NPS offers simplicity and benchmarking capabilities, it can oversimplify customer sentiment, reducing it to a single score that may not capture specific feedback or nuances. NPS doesn’t explain why customers are detractors or promoters, so additional research is often needed. Over-reliance on NPS can also ignore other important metrics, potentially leading to an incomplete understanding of customer experience and business performance.</p> </div> <button class="btn-reset" data-toggle="collapse" data-target="#faq-6"><strong>How can I improve my NPS score?</strong></button> <div id="faq-6" class="collapse" data-parent="#faq"> <p>To improve your NPS, focus on delivering exceptional customer service and developing a deep, actionable understanding of customer needs and pain points through regular feedback. Address the root causes of dissatisfaction, and implement continuous improvements based on customer insights. Engage and close the loop with detractors to resolve their concerns. Empower and encourage your team to provide exceptional experiences. Also, nurture relationships with promoters to build brand advocates. Regularly re-evaluate and refine your approach to maintaining a customer-centric culture.</p> </div> <button class="btn-reset" data-toggle="collapse" data-target="#faq-7"><strong>What are the alternatives to Net Promoter Score?</strong></button> <div id="faq-7" class="collapse" data-parent="#faq"> <p>Alternatives to Net Promoter Score include <a href="/en-gb/experience-management/customer/what-is-csat/">Customer Satisfaction Score (CSAT)</a>, which measures short-term happiness; <a href="/en-gb/experience-management/customer/customer-effort-score/">Customer Effort Score (CES)</a>, which gauges the ease of customer experience. Others include churn rate analysis, retention rates, and qualitative feedback through customer interviews, focus groups, and observational studies to understand customer sentiment and experience more deeply.</p> </div> </div> <script type="application/ld+json"> { "@context": "https://schema.org", "@type": "FAQPage", "mainEntity": [{ "@type": "Question", "name": "What is Net Promoter Score (NPS)?", "acceptedAnswer": { "@type": "Answer", "text": "Net Promoter Score, commonly referred to as NPS is a well-known metric used to evaluate customer loyalty. NPS was developed by Fred Reichheld, a Bain Fellow and founder of Bain & Company’s Loyalty Practice. NPS uses a simple question and rating scale. 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Over-reliance on NPS can also ignore other important metrics, potentially leading to an incomplete understanding of customer experience and business performance." } }] } </script> </div> </div> </div> </section><section class="bg-gray-light py-5 "> <div class="container"> <div class="position-relative px-sm-5 xm-hub anchor-inherit">  <link rel="stylesheet" href="https://www.qualtrics.com/m/assets/dist/css/libraries/swiper.min.css"> <script src="https://www.qualtrics.com/m/assets/dist/js/libraries/swiper.min.js" defer></script> <script src="https://www.qualtrics.com/m/assets/dist/js/modules/xm-hub.js" defer></script> <h3 class="headline-eyebrow pl-2">You might also like</h3> <div class="panel-module category-swiper"> <div class="swiper-custom-wrap"> <div class="swiper-container"> <div class="swiper-wrapper"> <div class="swiper-slide px-2 pb-4"> <a href="https://www.qualtrics.com/en-gb/ebooks-guides/2024-consumer-trends-report/?utm_lp=resource-hub" target="_self" class="card 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value="Iceland">Iceland</option><option data-code="IN" data-us-name="India" value="India">India</option><option data-code="ID" data-us-name="Indonesia" value="Indonesia">Indonesia</option><option data-code="IQ" data-us-name="Iraq" value="Iraq">Iraq</option><option data-code="IE" data-us-name="Ireland" value="Ireland">Ireland</option><option data-code="IM" data-us-name="Isle of Man" value="Isle of Man">Isle of Man</option><option data-code="IL" data-us-name="Israel" value="Israel">Israel</option><option data-code="IT" data-us-name="Italy" value="Italy">Italy</option><option data-code="JM" data-us-name="Jamaica" value="Jamaica">Jamaica</option><option data-code="JA" data-us-name="Japan" value="Japan">Japan</option><option data-code="JE" data-us-name="Jersey" value="Jersey">Jersey</option><option data-code="JO" data-us-name="Jordan" value="Jordan">Jordan</option><option data-code="KZ" data-us-name="Kazakhstan" value="Kazakhstan">Kazakhstan</option><option data-code="KE" 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