NPS

survey

NPS surveys are a simple and effective tool for gauging employee satisfaction. By asking a single question, NPS surveys often achieve high response rates and avoid the complexity that can deter employees from participating.

At THI, we leverage NPS data to gain valuable insights into your customers’ sentiment. Our platform allows you to analyse these results using straightforward data analytics and gain valuable insight.

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73 %

73% of customers now say CX is the number one thing they consider when deciding whether to purchase from a company.

PwC

Make a difference
to your brand

Creating a strong brand is important. You need to understand how your customers think and feel about your organisation in a tangible way. There are many places where people can share this information externally, but this won’t give you the data you need to make a difference.

Single source
of truth

One of our original offerings, our customer NPS survey gives you a single source of truth when it comes to customer satisfaction. Seamlessly understand customer satisfaction. We provide one easy-to-understand numerical score, based on one globally-used question.

Get
context

Support your overall strategy with our NPS survey. Designed to help you understand how your customers think and feel, this survey can be used in conjunction with our other surveys to gain a holistic picture of your team’s performance.

5 %

Customer retention rates increase by 5% for every 1% increase in customer satisfaction..

SurveySparrow

Why should you use
our NPS survey?

Simplicity and ease of use

The question is straightforward, making it easy for customers to respond. We usually find our customers experience high response rates to this survey.

Business growth

NPS has been shown to correlate strongly with business growth and profitability.

Enhance company reputation

A high eNPS score can contribute to a positive company reputation, attracting top talent and increasing customer loyalty.

Identifies promoters and detractors

NPS divides customers into three categories: promoters, passives, and detractors. This segmentation helps identify loyal customers and those who may need more attention.

Drives customer-centric culture

By focusing on NPS, organisations can foster a customer-centric culture where everyone is committed to delivering exceptional experiences.

2.4 x

Customers are 2.4 times more likely to stick with a brand when their problems are solved quickly.

Forrester

What actionable insights
might you gain from
our eNPS survey?

Identify the root causes of low scores

NPS surveys can help you uncover specific areas where customers are dissatisfied. Based on the feedback, you can prioritise areas that will have the greatest impact on customer satisfaction.

Prioritise customer retention

By understanding who your promoters are, you can focus on retaining and nurturing these loyal customers. Likewise, identifying detractors allows you to proactively address their issues and prevent them from becoming churned customers.

Suggested actions from your team

You may find that team members come up with valuable ideas or suggestions that you’re able to implement to make the process better for everyone. Our customers often find that their team members share something that they had overlooked.

Inform product development

Use NPS surveys to gather feedback on your products and services. Then identify features that will enhance customer satisfaction and drive loyalty.

Segment and tailor

By segmenting customers based on their NPS score, you can tailor your marketing, customer support and product offerings to meet their specific needs. Identify and prioritise segments with the highest potential for revenue and loyalty.

Get (even) more insight with
these complementary surveys

Employee Voice

Stay reactive to the changes to what your team needs and wants with our always-on listening offering.

Learn more

Cultural Assessment

Understand the wider context of how people think and feel about your workplace culture with our in-depth survey that will give you all the context you need to make decisions in everyone’s best interests.

Learn more

Equality of Voice

Gain an understanding of the diversity, equality and diversity that already exists in your organisation and learn how to support all your people better.

Learn more