Go from customer wants to customer wins with NPS insights

NPS is a leading indicator of customer loyalty, which directly impacts both retention and revenue. Promoters (those who score 9–10) are more likely to stick with your brand, refer others, and increase their lifetime value. Detractors (0–6) are more likely to churn or spread negative feedback.

By using an NPS survey tool to track and respond to feedback, you can:
• Identify and fix issues before they lead to churn.
• Double down on what’s working to keep promoters engaged.
• Uncover insights that improve customer experience and increase revenue over time.

Improving your NPS means reducing friction, increasing satisfaction, and creating more opportunities for repeat business and organic growth.

NPS is calculated by subtracting the percentage of detractors from the percentage of promoters (% promoters - % detractors). With the right NPS survey tool, you can automate survey delivery and quickly see the scores you received, so it’s easy to identify customer loyalty trends and act on feedback that drives retention.

A good NPS means your customers are happy and likely to recommend your business, but what’s considered “good” depends on your industry. According to our global benchmark data (based on 150,000+ organizations), the average NPS is +32.

• A score below 0 is considered poor
• Above +20 is generally good
• Above +70 is exceptional

Look for an NPS software that has benchmarking built into it, so you truly understand what your score means and take the right actions.

Start by organizing your responses into promoters (9–10), passives (7–8), and detractors (0–6) to get a clear view of customer sentiment. Then, create a consistent process to turn that data into action:
• Monitor changes over time to see how updates to your product or service affect loyalty.
• Segment your data by customer type, product, or region to uncover where you’re winning—or losing ground.
• Use analytics tools like sentiment analysis to quickly identify trends in open-text feedback.

Look for NPS feedback tools with intuitive dashboards, automated alerts, and integrations that make it easy to take action on the data you’ve collected.

Programs take the guesswork out of setting up continuous listening journeys by linking surveys together, recommending scheduling cadences, and tracking how things evolve over time.

You can get started quickly from the “Made for You” section, which offers curated programs tailored to your goals—like employee engagement.

Selecting a pre-built program automatically creates:

You can also create a program from scratch or add your existing surveys into a program.

As responses come in, programs automatically connect your data to show how your key metrics and sentiment change over time—so you can quickly spot trends across all your connected surveys.

From your program overview, you can go beyond high-level trends and dive deeper into your data with multi-survey analysis.

Customize what you see by:

Learn more about SurveyMonkey programs.