NPS Programs
Improve your NPS® with better insights and action
Understand what drives your NPS® so you can focus on the right improvements, reduce effort at key moments, and support sustainable growth over time.
Introduction to Net Promoter Score (NPS®)
NPS® is the most widely used and recognized metric in Customer Experience, serving as a key reference for businesses worldwide to gauge customer satisfaction with their products or services and helping organizations understand how satisfied their customers are with their products or services.
It is an index from –100 to 100 that measures recommendation likelihood based on a single 0–10 question:
“On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or colleague?”
Customers are grouped into three categories based on their score:
Detractors (0–6)
Unsatisfied customers who may speak negatively about the experience.
Passives (7–8)
Moderately satisfied customers who could switch to a competitor.
Promoters (9–10)
Loyal advocates who actively recommend the company to others.
How NPS is calculated
NPS = % of Promoters – % of Detractors
Passives are excluded from the calculation but still counted in the total sample.
The Power of OPINATOR NPS®
With OPINATOR, you can deliver NPS® surveys that are engaging, visual, dynamic, and adaptable to any channel to increase response quality and depth.
Engaging NPS® interactions
OPIs replace static forms with visual, personalized experiences that raise participation and give you clearer answers.
Consistent measurement across channels
Be at the right time in the right place: web, app, email, SMS, or contact center, with a unified view of results.
Beyond the score
Combine NPS® with follow-up questions, attributes, and short comments to understand why customers scored you the way they did.
Global-ready
Run NPS® programs in multiple languages with consistent logic and reporting across regions and brands.
Go beyond the score to improve what matters most
OPINATOR brings NPS® together with quantitative analysis, Text Analytics, and real-time action so you can see what is driving promoters and detractors, and act on it.
Driver and segment analysis
Identify which journeys, channels, or attributes have the strongest impact on your NPS®, for each segment.
Key Driver Analysis
Quantify which factors influence increases or drops in NPS®, helping you prioritize improvements that will move the score most.
Benchmarking across locations
Compare NPS® performance by store, branch, region, segment, or country to spot outliers and best practices.
Text Analytics for open comments
Analyze verbatims from NPS® surveys to detect themes, sentiment, effort, and emerging issues behind the score.
From Insight to Action
Link NPS® results to dashboards, Case Management, and Real-Time Action to trigger alerts, follow-ups, or improvement plans.
Proven NPS® improvement
By knowing exactly which experiences to fix or enhance, OPINATOR clients have been able to boost their NPS® in a focused, measurable way.
Turn NPS® insights into real action
Close the loop faster and improve satisfaction by connecting NPS® results with real-time action, case management, and AI-powered guidance. OPINATOR helps you resolve issues quickly, prioritize what matters most, and create measurable impact across every journey.
Case Management & Close the Loop
Resolve NPS®-related issues with clear workflows, personalized responses, and accountable follow-up. Track every case from start to finish and make sure no detractor goes unanswered.
AI-powered Improvement
Use OPINATOR AI to detect opportunities, surface risks, and automatically suggest or execute action plans that raise satisfaction and strengthen loyalty.
Seamless integration for a stronger NPS® program
OPINATOR connects effortlessly with your operational systems — CRMs, ERPs, data lakes, contact center tools — so your NPS® data flows securely, consistently, and in real time.
Every integration adapts to your architecture and logic, giving you one unified view of the customer and a smoother, more actionable NPS® program.