NPS Methodology

Take Your VOC Further

With Net Promoter Score® to ignite omnichannel insights into game-changing action.

A Metric from the Experts

NICE Satmetrix co-created Net Promoter Score® (NPS®), the most reliable measure of overall customer experience and loyalty. That’s what drives insights to action so effectively across the entire customer journey. With NPS methodology at the core of our holistic VOC solution, you benefit from expertise that enables your brand to not only grow customer loyalty — but also improve CSAT, reduce churn, and increase customer lifetime value.

Our Customer Journey based solution centralizes all forms of customer feedback, and turns targeted insights and alerts into effective closed-loop actions with real-time decisioning. With NPS as the foundational indicator, you are empowered to act on digital omnichannel customer feedback data with a comprehensive view of customers throughout their buyer journeys, including and beyond the contact center touchpoint.

Net Promoter Score

NPS Benchmarks

NPS: For the Holistic Customer Journey

You won’t get far in your efforts to improve the holistic customer experience if you don’t have a comprehensive view of the customer journey. Use your NPS as the key measure of your customers’ overall perception of your brand. It’s the only customer experience metric that sheds light on every aspect of the journey.

Then, complement NPS with other metrics and insights from various points along the customer journey. Go deeper with root cause analysis and learn what’s behind your NPS – and how you can use it to make your customer relationships thrive. With holistic, omnichannel insights that connect customer journeys with touchpoints across the enterprise, you can close the loop in real-time on customer issues and guide strategic improvements where they will matter most.​

net promoter score methodology

Net Promoter Certification

Close the Loop on Customer Issues and Drive Strategic Change

with the only complete and integrated holistic VOC solution, driving performance outcomes from the contact center, and beyond.

Closed-loop Action

Customer Journey Based Design