Net Promoter Score (NPS®)

The Net Promoter Score (NPS®) is a business KPI that provides insights into general customer satisfaction by directly measuring how likely a company, product, or service is to be recommended.

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Applications of (NPS®) research questions

Is my brand’s NPS® positive?

More than 50% of users are already loyal to the brand (promoters), another 19% gave the third-highest value for likelihood to recommend, which indicates the potential for improvement.

How does my NPS® change over time and compare to my competition?

The analysis in the competitive environment shows that in wave 2, the likelihood to recommend Lindt was significantly higher compared to the other brands. In wave 3, all brands have a similar NPS®.

Additional Methods

Penalty Reward Analysis (Kano Factors)

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Key Driver Analysis

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Maximum Difference Scaling (MaxDiff)

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