Since its launch two decades ago, the Net Promoter Score (NPS) has been used globally by companies of all sizes to gain insights into customer experience and drive improvements. The metric has been associated with a wide range of benefits, from higher customer satisfaction levels to better shareholder returns.
In this article, we will explore five inspiring case studies that showcase how diverse companies have harnessed the potential of NPS to increase their brand awareness, get more 5-star reviews, and improve their product roadmap.
We hope that these examples will inspire you to leverage the power of NPS to achieve your business goals.
Pranamat: Automating NPS collection to expand brand advocacy
Pranamat, founded in Latvia in 2009, makes premium acupressure mats that help relieve muscle pain, anxiety, and insomnia.
With over 2 million mats sold in 130 countries, the company has focused heavily on brand advocacy and word of mouth. It works with a wide network of brand ambassadors whom it identifies thanks to its NPS campaigns. In fact, 32% of NPS Promoters have become Pranamat’s program affiliates.
NPS has been instrumental in helping the company grow its customer base and revenue.
Before Pranamat decided to use Survicate to automate its NPS feedback collection, it measured the score manually.
“Before, [measuring NPS] was not automated at all, and it was really terrible because we needed to calculate everything by hand. It was totally unpredictable and inconsistent. It also took too much time for all our managers to launch NPS. Now it's fully automated, and we are really happy with the solution.”
- Aleksej Krūmiņš, Head of Growth Marketing at Pranamat
Occupying a niche, PowerUs found very early on how important it is to validate the idea with its target audience.
To stay up to date with customer sentiment, the company made the NPS one of the main KPIs for its Product team.
“We're trying to interview every user that has a score lower than seven or eight, and also every worker that gives a response that makes sense or that we want to investigate, even if it's a high score.”
- Tom Haas, Product Manager at PowerUs
The Product team at PowerUs uses the customer feedback it receives through NPS to quickly detect any issues and introduce solutions. As a result, it can provide better customer experience and continuously improve the product.
Kard: Getting 5-star reviews with NPS
With more than 200,000 users, Kard is a French pocket money app for teenagers. It consists of a payment card to use in stores and online and a banking application to track expenses and learn how to manage a budget.
The platform accompanies its users on their path to autonomy with relevant content, financial advice, and coaching based on their specific needs.
To understand its audience better, Kard decided to track and analyze survey data.
“We wanted to understand which parts of our product they like, didn't like, what they want to see coming new.”
- Robin Tussiot, CRM Manager at Kard
NPS was one of the most important surveys Kard used to gather customer feedback. Thanks to Survicate’s native integrations, Kard was able to seamlessly share data and manage the entire process with Intercom, its customer data platform.
With Survicate, Kard gathered over 1,000 responses to its survey in a single day. As a result, the company’s Trustpilot rating increased from 4.2 to 4.8.
BPS World: Using NPS to promote recruitment services
BPS World is a global recruitment partner with 20+ years of experience in the engineering, technical, and professional services sectors.
Headquartered in the UK, it has 7 hubs across different continents and operates in more than 50 countries.
NPS is part of the company’s business strategy as it helps it measure customer engagement. To measure the score, BPS World chose to use Survicate as it integrated with the third-part tools it was using.
By sending regular NPS surveys, BPS World was able to improve its NPS score, which was already high at 50.
The company used Survicate to send the surveys to the candidates that it interviewed and hired for the businesses that we represented and to collect feedback from hiring managers from those businesses.
It used the insights and the added credibility of a high NPS score mainly for marketing purposes, to promote its services to other businesses.
Agendor: Improving customer experience with NPS feedback
Agendor is a Brazilian CRM and sales management platform that acts as a personal assistant to salespeople.
As regular email surveys were not getting a satisfactory number of responses, the company decided to display NPS surveys directly in its web app. The main goal was to collect user insights to stay on top of any potential issues and mitigate them early on.
However, as Tulio Monte Azul, CTO and Product Manager at Agendor, explained:
“I was looking for product feedback, but what I got was much broader than I expected.”
Agendor displayed the NPS survey to its users after 7 and 90 days from their first login to help track their satisfaction levels. It found that its overall NPS score went from 49.75 after 7 days to 51.33 following three months.
On top of the score, the company was also able to collect user feedback and feature requests with the NPS survey, improving its product roadmap as a result.
“When I see a significant spike in feature requests, I prioritize them,” Tulio Monte Azul, CTO and Product Manager at Agendor
Unlock business growth with Survicate’s NPS surveys
The five case studies we highlighted in this blog post demonstrate that the power of NPS extends far beyond a simple metric; it acts as a catalyst for positive change, driving organizations to continually refine their operations and place customer satisfaction at the forefront of their priorities.
By leveraging NPS as a strategic tool, you will be able to identify areas for improvement, create more meaningful customer experiences, and build a truly customer-centric culture.
With Survicate, you can fully automate the NPS survey process and natively integrate with your favorite third-party tools. Sing up for free and discover how NPS can transform your business.
Senior Content Editor
Find me on:
Lidia is a Senior Content Editor at Survicate. She’s a passionate customer experience advocate and strives to educate and inspire her readers to improve their own customer journeys. In her blog posts, Lidia focuses on the latest trends and best practices in the industry. She believes that by sharing her expertise she can help businesses of all sizes to elevate their customer experience. When she’s not writing, Lidia enjoys reading books, attending industry conferences, and testing out new customer service technologies.
NET PROMOTER, NPS, AND THE NPS-RELATED EMOTICONS ARE REGISTERED U.S. TRADEMARKS, AND NET PROMOTER SCORE AND NET PROMOTER SYSTEM ARE SERVICE MARKS, OF BAIN & COMPANY, INC., SATMETRIX SYSTEMS, INC. AND FRED REICHHELD.