Net Promoter Score (NPS) Surveys
Turn More Customers Into Promoters
Net Promoter Score (NPS) surveys that show how loyal your customers really are and why, for organizations across Jamaica, the Caribbean and the United States.
What You Receive
The NPS Question
One simple question: how likely are you to recommend us to a friend or colleague?
Follow Up Questions
The questions that reveal why customers gave the score they did.
Promoters, Passives and Detractors
A clear picture of who loves you, who is on the fence and who is at risk.
Themes Behind Your Score
The patterns in customer comments that drive your score up or down.
Action Plan
Practical steps to turn more customers into promoters.
Track Over Time
Repeat surveys show whether your changes are working.
Why Organizations Choose This Research
- Every survey is customized for your organization based on your specific needs and your customers
- Clear reporting your leadership team can act on right away
- Research and training under one roof, so the findings turn into action
- 17+ years of customer experience research and consulting
- Clients across banking, insurance, healthcare, hospitality, retail and logistics
Frequently Asked Questions
What is Net Promoter Score?
Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend your business on a scale from 0 to 10.
How is NPS calculated?
Customers who answer 9 or 10 are promoters, 7 or 8 are passives and 0 to 6 are detractors. Your score is the percentage of promoters minus the percentage of detractors.
What is a good NPS?
Any score above zero means you have more promoters than detractors. The most useful comparison is your own score over time and against your industry.
How often should we measure NPS?
Many organizations measure NPS once or twice a year, with ongoing surveys after key interactions.
How is NPS different from CSAT?
NPS measures loyalty and willingness to recommend. CSAT measures satisfaction with specific experiences. Together they give a complete picture.
How do we get started?
Book a free 30 minute CX strategy conversation. We will talk through your goals and I will recommend the right next step for your organization.
Ready to turn customer experience into retention, reputation and revenue?
Book a free 30 minute CX strategy conversation and leave with clear next steps for your team.