How to Use NPS (Net Promoter Score) to Improve the Quality of Your Service

Net Promoter Score (NPS) is a powerful tool for understanding customer loyalty and improving your service. In this article, we’ll explore how to use NPS to identify what’s working, uncover what needs fixing, and make meaningful changes that boost customer satisfaction and loyalty.

What is NPS and Why It Matters

NPS, or Net Promoter Score, is a straightforward yet powerful method to understand how your customers really feel about your business. It revolves around one key question:

"How likely are you to recommend our company/product/service to a friend or colleague?"

Customers respond on a scale of 0 to 10. Based on their answers, they are placed into three categories:

• Promoters (9-10): Loyal, enthusiastic supporters who are likely to recommend your service to others.

• Passives (7-8): Generally satisfied, but not excited. They’re unlikely to promote your brand and may consider switching to competitors.

• Detractors (0-6): Unhappy customers who may discourage others from using your service.

To calculate your NPS, subtract the percentage of Detractors from the percentage of Promoters. The result is a score ranging from -100 to +100.

For example, if 60% of your customers are Promoters and 20% are Detractors, your NPS is 40.

What makes NPS especially valuable is its simplicity and its ability to provide quick insight into customer loyalty. It helps you focus on what matters most: improving the experience for your customers in a meaningful and measurable way.

How to Use NPS to Improve Your Service

1. Collect Feedback at Key Touchpoints

Gather NPS responses at meaningful stages in the customer journey, such as after a purchase, support interaction, or onboarding. This helps you:

• Measure satisfaction over time

• Understand where customers experience pain or delight

Compare performance across different departments or teams

2. Segment Your Responses for Better Insights

Look beyond the score by segmenting feedback by factors like:

• Customer type (new vs. long-term)

• Product or service line

• Support channel used

This helps identify patterns and pinpoint which areas need attention.

3. Analyze Open-Ended Comments

NPS surveys often include an optional comment box. This qualitative feedback is gold:

• Detractor comments reveal issues in service or product quality

• Promoter comments highlight strengths to double down on

Use sentiment analysis or tag recurring topics to find trends that may not be visible in the score alone.

4. Act on the Feedback

Insights are only valuable if you take action. For example:

• If Detractors complain about long wait times, focus on speeding up customer support.

• If Promoters praise personal attention, make it a cornerstone of your service approach.

5. Close the Loop with Customers

Reach out to customers who gave negative feedback. Let them know you heard them, and explain what you’re doing to improve. This can turn Detractors into Promoters.

6. Monitor Progress Over Time

Track NPS regularly to evaluate the success of your service improvements. Set benchmarks and goals to stay aligned with customer expectations.

7. Make NPS Part of Your Culture

Share NPS insights across teams. Use it to drive decisions, shape training, and inspire a customer-first mindset across the business.

When used with intention, NPS gives you a clearer picture of how your customers feel. What truly makes a difference is what you do with that feedback: listening, acting, and continually improving your service based on what your customers are telling you.

FAQs About NPS

What is a good NPS score?

NPS scores range from -100 to 100. Generally:

• Above 0 is considered good

• Above 30 is great

• Above 70 is excellent

How often should I send NPS surveys?

It depends on your customer journey, but common intervals include:

• After key interactions (support calls, purchases, etc.)

• Quarterly or biannually for general feedback

Can NPS work for B2B businesses?

Yes. NPS is highly effective in B2B contexts, especially when combined with account-level segmentation and relationship surveys.

Is NPS enough to measure customer experience?

NPS is a strong indicator, but it should be used alongside other metrics (like CSAT and CES) for a full view of customer experience.

How do I increase my NPS?

• Actively listen to customer feedback

• Resolve issues quickly

• Deliver consistent, high-quality service