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NPS PROGRAMS, BROUGHT TO LIFE

We build NPS programs that go beyond the score, helping teams understand what customers are really experiencing and what to do next.
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NPS Programs Two Surveys. One Complete Picture.

                                                                              

Two complementary survey approaches that work together as a complete NPS program.

 

Transactional Survey

Capture loyalty signals at the moments that matter. 

Survey customers immediately after key touchpoints to identify issues early, recognize employees, reduce churn, and close the loop in real time.

    • Ongoing short survey triggered after key interactions such as support calls, service visits, account reviews, onboarding milestones, or digital experiences
    • Invitations sent via email and or SMS shortly after the interaction is completed
    • Measures satisfaction with the interaction, problem occurrence, employee recognition, and areas for improvement
    • Real time online reporting platform to view results

 

Relationship Survey

Measure loyalty across the full customer relationship. 

Survey your customer base to understand overall loyalty, establish an NPS baseline, and uncover what drives customer sentiment across the journey.

    • Sent annually, bi-annually, or quarterly to all current customers
    • In field for 2-3 weeks with communications sent via email and/or SMS
    • Measures NPS, customer satisfaction, and key drivers across the customer journey 
    • Real time online reporting platform 



Bringing Your NPS Program to Life

Most organizations know their Net Promoter Score. Far fewer truly understand the people behind it.

PeopleMetrics brings NPS insights to life by transforming each NPS segment into interactive customer personas. These avatars help leaders and frontline teams connect emotionally with what customers are experiencing and make insights easier to remember, share, and act on.

Promoter Persona

Your loyal advocates who fuel growth and referrals. Use the Promoter avatar to understand what customers value most, what drives loyalty, and how to amplify what is working.

Passive Persona

Satisfied but not committed.
Use the Passive avatar to uncover what is missing and what would move customers from satisfied to truly loyal.

Detractor Persona

Unhappy customers who share negative experiences and can damage your reputation if their concerns aren't addressed

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NPS Assessment

Is your NPS program working?

Not sure how strong your current NPS program really is? Take our quick NPS Assessment to see where you stand and what it takes to move from foundational to elite.

  • Takes 3 min
  • Instant NPS Maturity Score
  • Customized recommendations based on your answers

 

Start the Assessment Request a Demo

Free Ebook

From Foundational to Elite: How to Make NPS Really Work
Download Sean McDade’s practical guide to building an NPS program that drives action, not just reporting.

Ready to Bring Your NPS Program to Life?

Let's talk about what's possible for your organization.
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