What NPS Alone Can’t Tell You
Your Net Promoter Score (NPS) gives you a snapshot of customer sentiment, but it’s just the beginning. To truly understand what drives loyalty, retention and growth, you need to dig deeper. At Mindspot Research we help brands go beyond the score to uncover the insights that matter most.
Why NPS Is a Great Start—But Not the Whole Story
NPS measures how likely your customers are to recommend your brand. While that’s important, it doesn’t explain why they feel that way. A high score can mask weaknesses. A low score doesn’t always point to specific issues. Without context, you’re only seeing part of the picture.
Unlock Deeper Insights with Voice of the Customer Research
We combine NPS with qualitative and quantitative research tools to understand the “why” behind the score. Our team uses:
- Online Surveys to segment promoters, passives and detractors by behavior and sentiment
- Online Focus Groups that reveal emotional drivers of loyalty or dissatisfaction
- Tracking Studies to monitor how opinions shift over time
- Customer Journey Mapping to connect individual experiences to business outcomes
These techniques help identify actionable strategies for improvement, not just performance benchmarks.
Linking Feedback to Profitability
Going beyond the score allows you to connect customer sentiment to business metrics. Are detractors more likely to churn? Do promoters spend more? Mindspot’s custom research solutions can help you correlate customer attitudes with KPIs like repeat purchase rate, lifetime value and conversion.
Move from Measurement to Momentum
Understanding what customers feel is valuable. But knowing why they feel that way, and how to fix or amplify it, is what drives growth. Our approach helps brands like yours turn passive feedback into proactive strategy.
Ready to Go Beyond the Score?
If you’re relying on NPS alone, you’re only scratching the surface. Let Mindspot Research help you identify key drivers of decision-making and unlock powerful customer insights that fuel better business decisions.
