How to Increase Your NPS

Overview

• • Learn what Net Promoter Score (NPS) is, why it matters, and how it directly influences customer loyalty, retention, and business growth.
• • Discover practical tips for designing NPS surveys, timing them right, and using segmentation and advanced analytics to increase NPS.
• • Explore industry-specific and universal techniques to improve NPS and customer experiences, and turn feedback into growth opportunities.
  
  

You’ve just had the best meal of your life. The service was spot on and the food was incredible. What’s the first thing you do? You tell everyone the name of the restaurant!

That’s the kind of loyalty every business dreams of, and it’s what a strong NPS (Net Promoter Score) represents.

But improving NPS isn’t always easy. It’s a little like trying to keep your plants healthy—water them consistently, make sure they get the optimum amount of sunlight, and sometimes figure out why that one leaf keeps turning yellow.  

Customers are no different, so let's discover how you can keep them happy and satisfied to have a successful NPS strategy.

What is NPS and Why is it Important? 

NPS stands for Net Promoter Score. It's a simple but powerful metric used to measure customer loyalty and satisfaction.

The beauty of it lies in its simplicity. Customers score you from 0 to 10. Then, based on their response, they fall into one of three categories:  

• Promoters (9-10): These people love you. They’re your free marketing team, singing your praises to anyone who’ll listen.  
• Passives (7-8): They’re satisfied but not wowed. Like a lukewarm cup of coffee, they’re fine, but not memorable.  
• Detractors (0-6): They’re frustrated and might be warning others, “Don’t bother.”

So, why does this single number hold so much weight? Because it ties directly to growth. Studies show that companies with high NPS scores grow faster, retain customers longer, and spend less on acquisition.  

As a famous business mantra goes, “What gets measured gets improved.” And when it comes to NPS, every improvement is a step toward happier customers—and happier customers mean good business. 

How to Collect Accurate NPS Data

Basics Survey Design 

Designing an NPS survey is like setting the stage for a play—you want to make sure every detail works to draw out the audience's best reactions. Here are the essentials to get it right: 

Ask the Big Question, Clearly, Short and Sweet 

Think of your NPS survey as an invitation to a conversation. If you’re vague or overwhelming, people won’t fill it.

The heart of an NPS survey is the question: “How likely are you to recommend us to a friend or colleague?” It’s simple, to the point, and invites thoughtful responses.

Avoid loaded or biased phrasing like, “Do you love our fantastic service?” 

Include a Follow-Up Question for Context 

Numbers alone don’t tell the whole story. Add an open-ended follow-up like, “What’s the main reason for your score?” This question lets customers explain their experiences in their own words, giving you actionable insights beyond the score.

Your survey shouldn’t feel like homework. One or two questions are all you need for NPS. If you must include more, make them optional. Nobody likes an interrogation.

Timing and Channels 

Timing is everything, isn’t it? Send a survey too soon, and customers might still be forming their opinions. Too late, and you’re yesterday’s news.

The right time is right after a meaningful interaction—like completing a purchase, resolving an issue, or leaving your store.

And don’t just pick one channel because it’s convenient. Email is great, but what about SMS for those always on-the-go or in-app surveys for tech-savvy customers? Meeting customers where they are increases your chances of getting responses.

Segmenting Your Audience

Not all feedback is created equal. A promoter from your premium customer group might have different expectations than one from your entry-level offering.

By segmenting responses—whether by demographics, purchase history, or location—you can get sharper insights.

Think of it like slicing a pie. Instead of looking at the whole dessert, you’re checking each slice to see if it’s as good as the last. The more detailed you are, the clearer the picture becomes. 

Analyzing NPS Results for Actionable Insights

Measuring Your NPS Score 

Once you have the number of Promoters, Passives, and Detractors, you can convert them into scores.  To calculate NPS, subtract the percentage of Detractors from the percentage of Promoters.

For example, if 65% of respondents are Promoters, 20% are Detractors, and the remaining 15% are Passives, the NPS would be 65 minus 20, giving you a score of 45.

Don't have time for calculations? You can measure your score in seconds with our NPS Score Calculator.

However, the real challenge is identifying trends and patterns to understand the reason behind the changes in scores.  

Identifying Trends and Patterns 

Patterns in feedback are like breadcrumbs on a trail—they lead you to the root cause. Let’s say multiple detractors mention long wait times. That’s your “aha” moment.

Often, however, one root cause does not make sense on its own, but only when several of them come together. And it is impossible to find the connections between these causes using traditional methods.

With advanced analytics, you can start to see the big picture. Are wait times an issue across all regions, or just one store?

Are they affecting first-time buyers or loyal customers more? Each layer you peel back brings you closer to actionable insights.

Since traditional tools will not be enough for advanced analytics, you should leverage the power of VoC tools to establish a systematical NPS strategy. 

Benchmarks and Competitors  

NPS doesn’t live in a vacuum—it’s a competitive sport. Knowing your score is good, but knowing how you stack up against industry peers? That’s the right mindset.

For instance, a healthcare provider might aim for a score above 70, while a telco might celebrate a 40. It’s not about perfection; it’s about staying ahead of the pack. Think of it as a friendly race where every step forward counts. 

Tips to Increase and Maintain a High NPS 

1. Make Feedback Easy 

Detractors are your biggest opportunity for growth. Reach out to them directly, understand their pain points, and resolve their issues. Turning a detractor into a promoter is like finding gold—it’s rare but incredibly valuable. 

2. Focus on Detractors First

Detractors are your biggest opportunity for growth. Reach out to them directly, understand their pain points, and resolve their issues. Turning a detractor into a promoter is like finding gold—it’s rare but incredibly valuable. 

3. Personalize Your Approach 

One-size-fits-all doesn’t work for customer experiences. Use customer data to personalize communications, offers, and interactions. A little extra effort goes a long way in showing customers you care. 

4. Train Your Team

Your frontline staff plays a huge role in shaping customer experiences. Invest in their training to ensure they handle customer interactions with empathy, professionalism, and efficiency. 

5. Reward Loyalty 

Recognize and reward your promoters—they’re your brand advocates. Exclusive offers, personalized thank-you notes, or even shoutouts on social media can go a long way in keeping their loyalty high. 

6. Stay Consistent

Consistency breeds trust. Whether it’s product quality, service speed, or communication style, ensure your customers know what to expect every time they interact with you. 

7. Close the Feedback Loop

Don’t just collect feedback—act on it. Let your customers know you’ve listened and implemented changes based on their input. It’s the ultimate way to show them they matter. 

8. Monitor and Adjust Regularly 

Customer expectations evolve, and so should you. Continuously monitor your NPS and adjust your strategies to stay aligned with what your customers need. 

Practical Tips by Industry 

We'll talk about practical ways to increase NPS, but remember, no matter your industry, your company, and your customers are unique. The best way to increase your NPS is to effectively analyze customer feedback and tailor your strategies accordingly. 

How to Increase NPS in Retail

How to Increase NPS in Insurance

How to Increase NPS in Banking

How to Increase NPS in Hospitality

How to Increase NPS in Healthcare 

In healthcare, empathy is key. Patients need to feel heard. Shorten wait times and follow up on feedback to show you’re working to improve their care. 

How to Increase NPS in Telecommunications  

Telecom companies thrive when they make customer support easy and accessible. No one likes a dropped call or long hold times, so provide fast resolutions to keep NPS high.

How to Increase NPS in E-commerce 

For e-commerce, smooth deliveries and hassle-free returns are the game changers. An easy, transparent shopping experience earns more loyal customers. 

How to Increase NPS in Automotive

In the automotive industry, it’s about the journey. From sales to service, ensure customers feel valued. Offering clear communication and resolving concerns fast can boost their loyalty. 

How to Increase NPS in Travel & Tourism 

For travel, streamline the booking process and reduce customer stress. A smooth experience, especially during critical touchpoints like booking or check-in, can keep NPS high. 

Common NPS Mistakes to Avoid 

Ignoring the 'Why' 

A simple score is helpful, but not enough. If you don’t ask customers “Why?” you’ll be left in the dark, wondering what drove their opinion. Always follow up with an open-ended question to discover root causes. 

Overlooking Detractors 

It’s tempting to focus on the promoters, but don’t forget your detractors. They’re telling you where your experience is lacking, and that’s crucial for improvement. Address their concerns directly, and you might just turn a critic into a fan. 

Failing to Close the Loop 

If you ask for feedback, you need to show you’ve heard it. Closing the loop with customers—whether you’re thanking them or informing them of changes—is vital. Without this, they might feel ignored, and that damages your NPS. 

Not Segmenting Your Data 

Looking at NPS as one big number can be misleading. Different customer segments have different needs. Make sure you break down your data to understand which groups are satisfied, neutral, or unhappy. 

Treating NPS as a One-Time Task 

NPS isn’t a “set it and forget it” kind of thing. It’s an ongoing process. Regular feedback collection and continuous improvement efforts are key to maintaining and growing your score. 

Neglecting Internal Buy-In 

NPS needs support from the entire organization. Without the backing of leadership, your efforts to improve customer experience will hit roadblocks. Ensure everyone, from top to bottom, understands the importance of NPS and is aligned on action plans. 

Wrapping Up: Continuous Improvement for Long-Term NPS Growth 

Keep Listening 

NPS isn’t a one-and-done survey. It’s a continuous loop. Keep gathering feedback, listening to your customers, and adjusting your strategies accordingly. The more you listen, the better you can improve. 

Stay Agile 

Customer expectations are always evolving, and so should you. If you’re not adapting to these shifts, your NPS will plateau. Stay agile—constantly assess and tweak your customer experience to keep it fresh and relevant. 

Celebrate Wins 

Every time you see an improvement, celebrate it! Whether it’s a boost in score, a positive comment, or a repeat customer, acknowledging these wins motivates your team to keep pushing for more. 

Learn from Setbacks 

Not every effort will lead to immediate success. And that’s okay! NPS is about learning from your mistakes and continually refining your approach. Take setbacks in stride, learn from them, and use them to come back stronger. 

Make NPS Part of Your Culture 

NPS should be embedded in your company’s culture, not just a tool you use occasionally. When every team member—from the CEO to customer service reps—understands the value of NPS, it becomes part of your DNA. This unified approach will drive long-term growth. 

Leverage VoC Tools for Ongoing NPS Success 

To maximize the impact of your NPS program, you need the right tools to gather and analyze customer feedback. Voice of the Customer (VoC) platforms like Pisano help you achieve this.

With VoC tools, you don’t just measure NPS once in a while—you get to track it continuously, across multiple channels, and in real-time.

Imagine being able to instantly see how your customers feel after every interaction, every purchase, every service call. Pisano makes that possible by integrating feedback from all touchpoints, so you can respond to issues and celebrate wins faster.

More than just collecting feedback, Pisano’s advanced analytics dive deep into your data to uncover patterns and trends that might go unnoticed. It gives you clear, actionable insights so you can make informed decisions, adjust strategies, and ultimately improve your NPS over time.

And let’s not forget Pisano’s automation features that take care of repetitive tasks like survey creation, distribution, and analysis—freeing up your time to focus on what really matters: enhancing customer experiences.

By using VoC tools like Pisano, you can turn feedback into a powerful driver of long-term NPS success, ensuring your customers are always at the heart of your strategy.