NPS: Net Promoter Score

NPS Surveys:
From Question to
Winning Strategy

“Would you recommend us to others?” One simple question gives a clear snapshot of customer loyalty. But NPS is more than a number. It only creates real value when you connect the score to the reasons behind it and act on the insights.

With SurveyXact, NPS becomes your compass, helping you understand customers, take action, and build stronger relationships.

Less guesswork. More insight. Better customer relationships.

Two colleagues discussing results of NPS survey

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Xact by Rambøll is used by +1,200 companies throughout Scandinavia and Germany

NPS brings clarity to your customer relationships

NPS is one of the most effective ways to understand your customers.
In B2B, it offers insights into complex, long-term relationships. In B2C, it gives you a quick overview of multiple customer experiences at once.

When you work systematically with NPS, you don’t just get a score. You gain clarity on where relationships are strong, where they’re under pressure, and why.

With NPS, you can:

Spot problems before they turn into lost customers or revenue

Understand what turns customers into loyal ambassadors – and act on criticism in time

Prioritise the improvements that create the most value for both customers and business

Get more from your NPS surveys with SurveyXact

With the SurveyXact NPS concept, you get more than a traditional survey tool. You get a platform designed to turn feedback into action.

Everything’s built in: ready-to-use templates combining questions with best practice, a guided process that takes you smoothly from launch to follow-up, and real-time dashboards that turn feedback into clear insights.

Our consultants’ experience is built directly into the system, so you always ask the right questions – and get the answers that matter most.

You can easily share results with colleagues and management, document your impact, and respond quickly when something requires attention.

NPS

SurveyXact turns NPS into a strategic tool

Simple to set up. Secure to use. Powerful enough to strengthen both relationships, loyalty and your bottom line.

Try our NPS dashboard

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NPS with built-in expertise

When you work with NPS in SurveyXact, you get a platform built to create real change.
The entire process is streamlined, letting you set up surveys, track results in real time, and turn feedback into concrete improvements.

With SurveyXact, you get:

Ready-made NPS templates

Choose what works for you. From quick surveys to in-depth strategic analyses.

A guided process

The platform takes you step by step from respondent selection to analysis and reporting.

Real-time insights

Follow your score and the reasons behind it in dashboards and reports, making it easy to prioritise what matters most.

Automatic follow-up

From notifications to customer reports, so you can react fast and engage your promoters.

Built-in expertise

Our consultants’ experience is built into the platform, so you always ask the right questions.

High data security

All data is handled safely and in line with GDPR, so both you and your customers can feel completely confident.

KENDA drives change with NPS

The tyre manufacturer KENDA believed that more sales reps in the field was the right move. But once they started measuring customer loyalty with SurveyXact, the results told a different story.

Through automatic notifications and clear dashboards, KENDA quickly gained insight into what customers really wanted – and were able to act immediately.
The result? A strategic shift that strengthened both relationships and business performance.

Read the full KENDA case and see the results here.

From measurement to action

An NPS survey is only the beginning. The real value comes when you act on the results.

With SurveyXact, you can track progress in real time, analyse the drivers behind the score, and share insights across your organisation through dashboards and reports.

The platform also supports a full closed-loop process, so you can respond directly to criticism and show customers that their feedback truly matters.

That way, NPS becomes more than a temperature check – it becomes a strategic tool that helps you strengthen relationships, retain customers, and document your progress over time.

Want to see what it looks like in practice? Explore our NPS dashboard here.

NPS_Dashboard_Isoleret-1

When insight turns into change

NPS is more than a metric – it’s a tool for continuous dialogue with your customers.
When you work systematically with feedback, you can retain relationships, catch issues early on, and create new opportunities for growth.

SurveyXact gives you get the clarity and confidence you need to make NPS a natural part of your business. From measurement to action, and from insight to tangible results.

Make NPS your strategic advantage

Want insights you can act on?
See how SurveyXact helps you move from measurement to meaningful change – simply, securely, and effectively.

FAQ

NPS (Net Promoter Score) measures customer loyalty with one simple question:
“How likely are you to recommend us to others?”
It’s important because NPS provides a clear signal of how strong your customer relationships are – and helps you spot both churn risks and growth potential.

Respondents who answer:
9–10 are Promoters
7–8 are Passives
0–6 are Detractors

Subtract the percentage of Detractors from the percentage of Promoters to get your NPS.
The score ranges from -100 to +100, showing the balance between loyal and dissatisfied customers.

It varies by industry, but as a general guide:

Below 0 = Critical, high churn risk
0–19 = Acceptable, with room for improvement
20–49 = Strong, loyal customers
50+ = Excellent, highly engaged promoters

In SurveyXact, you can benchmark your score over time and segment by industry, customer type, or market.

An annual strategic relationship survey gives a solid overview.
But to stay ahead, many companies combine it with continuous touchpoint surveys – for example after onboarding, support or delivery.
With SurveyXact, you can mix both approaches and tailor the frequency to your customer journey.

A score alone has no value. It only makes a difference when you:

Analyse the reasons behind the score
Respond quickly to Detractors (closed loop)
Prioritise key improvement areas
Show customers that their feedback leads to action

SurveyXact supports the entire process with dashboards, notifications and reporting.

Yes. With SurveyXact, NPS data can be integrated directly with CRM and BI tools such as Power BI.
That means you can connect loyalty data with sales, churn, customer journeys and performance – and use NPS as a strategic management tool across your organisation.

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NPS: Net Promoter Score

NPS Surveys:
From Question to
Winning Strategy

Xact by Rambøll is used by +1,200 companies throughout Scandinavia and Germany