Track Customer Loyalty with Our Net Promoter Score Software
Automatically measure Net Promoter Score℠ and customer loyalty following a transaction or experience, turning every response into an opportunity to grow your business.
Schedule a DemoWhat is Net Promoter Score?
Net Promoter Score℠ (NPS®), is the world's most widely used measure of customer loyalty and a proven predictor of future business growth.
Net Promoter Score surveys start with a single question: “How likely is it that you would recommend [your company] to a friend or colleague?” The way your customers answer that question reveals how they truly feel about your business. It places them into one of three NPS categories based on an 11-point scale: Promoters, Passives, or Detractors.
Promoters (9–10)
Promoters are your most valuable customers. Research shows they have the highest rate of repeat purchases and represent over 80% of referrals a business receives. These are the customers worth recognizing and activating.
LoyaltyLoop® automatically prompts customers to post a Google review or testimonial for your marketing and solicit referrals while the experience is still fresh, turning your happiest customers into a genuine growth engine for your business.
Passives (7–8)
Passives sit on the fence. They're satisfied enough to stay, but not loyal enough to advocate for your business or resist a better offer from a competitor. Research shows they have repeat purchase rates typically 50% lower than Promoters. The good news is that Passives are the most convertible group.
LoyaltyLoop's Passive Feedback Alert notifies your team immediately after a Passive response so you can follow up while the opportunity to convert is still there. A timely follow-up that shows you're listening and invested in their experience can be enough to move them toward Promoter.
Detractors (0–6)
Detractors represent over 80% of negative word-of-mouth about your business. Left unaddressed, their experiences can quietly damage your reputation and deter new customers from ever reaching out. The majority of customer churn is preventable when issues are identified and resolved quickly.
LoyaltyLoop sends an immediate alert the moment a Detractor responds, giving you the chance to reach out, make it right, and potentially turn a negative experience into a lasting relationship.
How is NPS calculated?
NPS = [(Promoters − Detractors) ÷ Total NPS Respondents] × 100
The Net Promoter Score calculation produces a whole number between -100 and +100, where +100 is the best possible score.
Passive customers are included in the total respondent count (the denominator), but are excluded from the numerator. That's intentional. Gaining more Passives neither grows nor shrinks your Net Promoter Score.
What increases your score is converting Passives into Promoters and Detractors into Passives. Acknowledging their experience, showing them you're listening, and demonstrating improvement over time is what does this.
LoyaltyLoop helps you identify Passive and Detractor responses in real time, so your team can act on them before that window closes.
NPS Examples:
15 Promoters, 15 Passives, 30 Detractors
30 Promoters, 25 Passives, 20 Detractors
50 Promoters, 20 Passives, 15 Detractors
80 Promoters, 15 Passives, 5 Detractors
What's a good Net Promoter Score?
We use a four-tier NPS scoring system to help businesses understand where they stand. Our LoyaltyLoop dashboard enables Net Promoter Score tracking in real time, so you always know whether you're moving in the right direction.
Poor (-100 to 0)
You have more Detractors than Promoters, and your customer relationships need immediate attention.
OK (1 to 49)
You have more advocates than critics, but significant room to grow.
Good (50 to 69)
This is a healthy, competitive score in most industries.
Great/World Class (70 to 100)
This represents exceptional loyalty and advocacy. Very few businesses reach this tier consistently.
How LoyaltyLoop helps you improve your Net Promoter Score
Most businesses know they should be measuring NPS. Few do it consistently, because managing it manually takes time that most businesses simply don't have. LoyaltyLoop handles the entire process for you, so you get a continuous, accurate picture of customer loyalty without adding anything to your plate.
Most businesses know they should be tracking NPS. Few do it consistently, because managing it manually takes time that most businesses simply don't have. LoyaltyLoop handles the entire process for you, so you get a continuous, accurate picture of customer loyalty without adding anything to your plate.
Automated Survey Delivery
After a transaction or experience, LoyaltyLoop automatically sends a Net Promoter Score survey with your branding to your customer via email or SMS. With integrations in place, this happens without any manual effort on your part.
Automatic Score Calculation
Your NPS calculation is performed automatically and kept current in your reporting dashboard, giving you an accurate picture of where your business stands at any moment.
Timely Alerts
When a Detractor responds, you receive an immediate Poor Feedback Alert so your team can follow up fast. For all other responses, LoyaltyLoop sends a weekly summary to keep you informed without overwhelming your inbox.
Trend Tracking
See your Net Promoter Score results over time, by location, by rep, or by transaction type. Measure the impact of every improvement you make through comprehensive analytics.
Fully Managed Setup
LoyaltyLoop's team configures your NPS surveys, sets your business rules, and makes adjustments as your needs change. No technical expertise required.
Integrations
LoyaltyLoop connects directly to your existing software, so surveys go out automatically after transactions or experiences. For businesses without a direct integration, surveys can also be triggered through native reporting exports or our dedicated inbound email address.
Want to know more?
Here's a short video explaining How To Interpret NPS.
Net Promoter Score FAQs
Respond. Speed matters, but so does having a clear process. Start by triaging the NPS feedback. Read the open-ended response, determine what happened, and identify who on your team is best positioned to respond. Some Detractor feedback is best handled by frontline staff. Others need to be escalated to the owner or senior leadership.
Once you've identified the right person, reach out quickly to address the issue directly. After the conversation, follow up to confirm the matter was resolved and close the loop with the customer. LoyaltyLoop's Poor Feedback Alert fires the moment a Detractor submits a response, putting your team in a position to start that process right away.
Yes. Tracking Net Promoter Score consistently across multiple locations is one of the most valuable things a multi-location business can do, as it surfaces which locations are thriving and which need attention.
For businesses managing a smaller number of locations, LoyaltyLoop's standard platform includes multi-location support. For larger franchise networks and enterprise organizations, LoyaltyLoop Enterprise provides a corporate-level dashboard that aggregates NPS and CX metrics across the entire network, giving leadership a brand-wide view while individual location managers track their own results with location-level dashboards and reporting. Our team will help identify the right configuration for your setup.
First, connect your existing business software to a feedback platform so surveys go out after transactions or experiences, without any manual effort. If a direct integration isn't available, your software may offer native reporting that allows you to schedule and email a report that can trigger your survey. Surveys can also be triggered through our dedicated inbound email address.
LoyaltyLoop integrates directly with a wide range of industry-specific software, field service tools, and CRMs so your Net Promoter Score program runs in the background while you focus on running your business. Our team handles the entire setup process from start to finish.
Start boosting your NPS score today
Book a demo to walk through how LoyaltyLoop automates recording, analyzing, and reporting of your Net Promoter Score in real time, and see our tools for helping you raise it with minimal effort.
Schedule a Demo