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), detractors (0-6), NPS = % promoters − % detractors, with an open 'why?' question. In the support section NPS is often used as an indicator of overall attitude after interacting with the service. Honestly about duplication, upfront: this service is essentially identical to NPS programs in the retention section (997) — the methodology and honest boundaries are the same. We honestly say: there is no need to order both, choose one entry point; we do not breed duplicates for the invoice. Honestly about 'one proxy metric, not truth': NPS is a simplified indicator, 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, not an absolute assessment. Honestly about 'reasons matter more than the number': the figure itself is uninformative without understanding WHY it was given. The value is in open answers and reason analysis, not in chasing the score. Honestly about 'measure ≠ improve': measuring NPS and looking at a chart is not raising it — real changes based on reasons improve it. Honestly about benchmarks: 'our NPS vs the industry average' comparisons are shaky (everyone's methods differ) — better to compare yourself with yourself over time. Honestly about gaming: begging for 10s distorts the metric; we are against it. 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 (in support); the same service in retention — 997; CSAT — 1015/998; CES — 1016/999. Picture this: instead of 'we do not understand customers' overall attitude' — a loyalty tracker focused on reasons, honest about limits and the duplicate. The base price starts from 30,000 ₽ (depends on volume and channels).

• No understanding of overall customer loyalty and attitude.
• 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; duplicate of 997)
• Comparing yourself with yourself over time
• A link with CSAT (1015) and CES (1016)
• Handover and review with you

• A 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; not duplicating with 997; no guarantee)

• We check whether service 997 (the same NPS) is needed instead
• We set up correct NPS collection with a 'why' question
• We analyze reasons and build an action cycle, set boundaries with you

• How does this differ from NPS programs in the retention section (997)?

  Essentially in nothing, honestly: the methodology and honest boundaries are the same, the difference is only the catalog section (support vs retention). We honestly say: do not order both — choose one entry point. We do not breed duplicates for the invoice but will do NPS once so it works both for support and overall loyalty.

• Does NPS accurately show how much they love us?

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

• Will measuring NPS make it grow?

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