Are you truly capturing honest customer feedback, and do you understand how customers perceive your business beyond surface-level satisfaction?
Net Promoter Score (NPS) and Customer Satisfaction (CSAT) provide a structured, unbiased way to validate this and uncover the true customer experience.
Customer Satisfaction (CSAT) measures satisfaction at specific interaction points, typically through direct feedback on a product, service, or touchpoint. Net Promoter Score (NPS), on the other hand, captures overall loyalty by assessing how likely customers are to recommend your brand to others.
Internal perceptions often differ from customer reality. Third-party NPS and CSAT studies help eliminate this bias, offering an objective, data-driven view of sentiment.
In this edition, we outline our approach to NPS and CSAT studies and how organisations can translate these insights into actionable outcomes.
The Power of NPS
- Predicts Revenue Growth: Studies show a strong correlation between high NPS scores and increased revenue. Loyal customers spend more, stay longer, and become brand advocates.
- Identifies Promoters and Detractors: NPS breaks down customers into:
- Promoters (Score 9–10): Enthusiastic, loyal advocates who are highly likely to recommend your brand
- Passives (Score 7–8): Satisfied but unenthusiastic customers who are vulnerable to competitive offerin
Detractors (Score 0–6): Dissatisfied customers who may spread negative word-of-mouth and are at risk of churning
This segmentation helps prioritize improvement efforts and focus on enhancing the experience for high-impact customer groups.
Importance of NPS in Tech businesses
Our Approach
At 1Lattice, NPS is driven through structured, multi-stakeholder surveys within a closed-loop feedback system. Using a driver-tree-led approach, we analyse feedback to identify root causes, define actions, and validate outcomes through follow-up cycles.
Surveys are conducted through face-to-face and telephonic interactions, with NPS tracked periodically (quarterly, semi-annually, or annually) and supported by trend analyses to measure improvement over time.