Build transactional survey listening posts at the most critical customer touchpoints
Leverage client responses in business reviews, and identify and save at-risk clients
Create internal benchmarks and goals for overall satisfaction
Cut your responses by client role and other operational data
Identify areas in your B2B journey for improvements
Measure agent satisfaction and resolution rates post-call
Get feedback after your B2B project is deployed
See the perceived value of your B2B sales efforts
Receive notifications when clients complete surveys
Uncover underlying themes and address client pain points
Ask internally for process feedback & recommendations
You’ve asked your customers the right questions. You know your score. You understand the “why.” You’re sharing what you learn with your teams.
By now, you’ve built a solid NPS foundation: you’re asking the right customers, at the right time, with a survey designed to give you more than just a number.
You’ve designed your NPS survey. You’re asking the right customers, at the right time, in the right way.
Now that you know what NPS is (and what it isn’t) let’s get practical.
Why the most popular customer loyalty metric still matters and how to use it the right way