For established businesses · NPS
Find out how loyal your customers really are. We survey them by phone and online, calculate your Net Promoter Score and show you what drives promoters and detractors.
The Net Promoter Score (NPS) is based on one question: how likely is a customer to recommend you, on a scale from 0 to 10. Customers scoring 9–10 are promoters, 7–8 are passives and 0–6 are detractors. Your NPS is the percentage of promoters minus the percentage of detractors, giving a score from −100 to +100.
Established businesses in Australia that want an honest, independent view of customer loyalty — especially B2B companies where every customer relationship counts.
Online surveys alone often get low response from busy B2B customers. Speaking with customers by phone raises response and captures the reasons behind each score.
Any score above zero means you have more promoters than detractors. What counts as good varies by industry, so the most useful comparison is your own score over time.
It depends on the size of your customer base. For B2B companies with fewer customers, we aim to reach as many key accounts as possible rather than a small sample.
We agree this with you upfront. Customers often give more honest feedback when an independent party runs the survey.