NPS programs

NPS (Net Promoter Score) is a loyalty metric: customers are asked 'how likely (0-10) are you to recommend us?', divided into promoters (9-10), passives (7-8) and detractors (0-6), and NPS = % promoters − % detractors. An open 'why?' question is often added. We set up correct collection, segmentation and, most importantly, work with the reasons behind scores. Honestly about 'one proxy metric, not truth', this matters: NPS is a simplified indicator, not the full truth about loyalty. The methodology has long and reasonably been criticized: a single number coarsens reality, the scale is culturally biased (people answer differently in different countries), 'likelihood to recommend' is not equal to real behavior. NPS is useful as a trend tracker and a conversation starter, not as an absolute assessment. We honestly present it as one signal, not a verdict. Honestly about 'reasons matter more than the number': the NPS figure itself is uninformative without understanding WHY it was given. The value is in open answers and reason analysis, not in chasing the figure. We focus on reasons and actions. Honestly about 'measure ≠ improve': regularly measuring NPS and looking at a chart is not raising it. Real changes based on score reasons improve it, not the fact of measurement. Honestly about benchmarks: 'our NPS vs the industry average' comparisons are shaky — everyone's collection methods differ, the figures are incomparable. Better to compare yourself with yourself over time. Honestly about gaming: begging for 10s ('give us a 10, it matters to us') distorts the metric and devalues it. We are against NPS gaming. Honestly about the effect: it helps track loyalty dynamics and find reasons to work on, but it is not a retention guarantee. Honestly about access: customers and a survey channel are needed. An important boundary: this is NPS; CSAT (satisfaction) — 998; CES (effort) — 999; the general survey approach — 996. Picture this: instead of 'we do not understand how customers feel about us' — a clear loyalty tracker focused on reasons, honest about its limits. The base price starts from 30,000 ₽ (depends on volume and channels).

• No understanding of customer loyalty dynamics.
• NPS is measured but the reasons behind scores are not worked on.
• Their NPS is compared with others' 'benchmarks' and false conclusions are drawn.
• NPS is gamed by begging for 10s — the metric is distorted.

• Correct NPS collection setup (scale, segments, open question)
• A focus on the reasons behind scores, not one figure
• An action cycle based on reasons (not just a chart)
• Honest interpretation (one proxy metric, not truth)
• Honest boundaries (measure ≠ improve; benchmarks shaky; against gaming)
• Comparing yourself with yourself over time (not with others' figures)
• A link with CSAT (998), CES (999), the survey approach (996)
• Handover and review with you

• A clear loyalty-dynamics tracker (yourself with yourself)
• A focus on the reasons behind scores and actions on them
• Correct collection without begging for 10s
• Honest boundaries (one proxy metric; measure ≠ improve; no guarantee)

• We set up correct NPS collection with an open 'why' question
• We analyze the reasons behind scores, build an action cycle
• We honestly interpret (without benchmark illusions), set boundaries with you

• Does NPS accurately show how much customers love us?

  Not accurately, honestly: NPS is one simplified proxy metric, not the full truth about loyalty. The methodology is reasonably criticized: a single number coarsens reality, the scale is culturally biased, 'likelihood to recommend' is not equal to real behavior. NPS is useful as a trend tracker and a conversation starter, not as an absolute assessment. We honestly present it as one signal, not a verdict.

• Can we compare our NPS with the industry average?

  With caution, honestly: such comparisons are shaky. Everyone has different collection methods (moment, wording, channel), and the figures are incomparable — an 'industry average NPS' is often a myth. Far more reliable is to compare yourself with yourself over time: is your NPS rising or falling on the same method. We honestly warn against false conclusions from others' benchmarks.

• Will measuring NPS make it grow?

  By itself — no, honestly: measuring a metric and looking at a chart is not raising it. NPS grows from real changes based on score reasons, not from the fact of measurement. So the value is in open 'why' answers and actions on them, not in the figure. And it is important not to beg for 10s — that distorts the metric. We focus on reasons and actions, not on dressing up the number.