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Collection · For CX / CS

Getting started with NPS and voice of the customer

From theory to practice with Pulse and Echo to measure and improve satisfaction.

1. Why start with NPS and voice of the customer

You can't improve what you don't measure – but measuring alone isn't enough. Many CX operations:

  • Send out satisfaction surveys
  • Receive responses
  • And stop there – no one closes the loop

This collection was made to take NPS out of theory, organize the voice of the customer, and connect it all to real action plans.

2. What's in this collection (3 resources)

Guide – Fundamentals of NPS and voice of the customer

  • • What NPS is (no jargon) and how to interpret the scores.
  • • The difference between NPS, CSAT and CES – and when to use each.
  • • How to collect feedback in a respectful and consistent way.
Click here

NPS rollout playbook with Pulse

  • • Collection point (post-support, post-purchase, usage cycles).
  • • Recommended frequency and sample size.
  • • How to set up surveys in Pulse without wearing out the customer.
Click here

Voice of the customer playbook with Echo

  • • How to categorize feedback (product, support, pricing, processes).
  • • How to build “pain dashboards” by segment or journey.
  • • How to turn voice-of-the-customer inputs into a prioritized backlog.
Click here
3

Who this collection is for

  • CX/CS leaders and analysts.
  • Teams that already collect feedback but can't react quickly.
  • Companies taking their first steps in NPS and looking for a simple, complete model.

4. How to use the collection in practice

  • 01Read the guide to align the team on the same view of NPS and satisfaction.
  • 02Use the playbook to get at least one NPS touchpoint into production quickly.
  • 03Implement the voice-of-the-customer playbook to consolidate feedback and prioritize improvements.

Instead of having a “nice” NPS slide once a quarter, you get a continuous flow of listening and responding.

How Centriu Pulse and Echo fit into this story

Use Pulse to launch and consolidate NPS, CSAT and other surveys.
Use Echo to organize all feedback in a single base, with categories and tags.
Track satisfaction trends by segment, channel or journey.
Send insights directly to product, operations, marketing and sales teams.

Implementation in 30 days

Week 1
Align on the concept with the guide and choose where to start.
Week 2
Set up surveys in Pulse and start collecting responses.
Week 3
Set up Echo to centralize feedback and create the first categories.
Week 4
Run the first “voice of the customer” meeting and define an action plan.

Ready to listen to your customers in a structured way?

Use the collection to take NPS out of theory and turn the voice of the customer into product and operations decisions.

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