1. What is NPS (without jargon)

NPS is a simple way to answer one question: “Are our customers satisfied enough to recommend us?”

The classic question:

“On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?”

Detractors (0 to 6)

Dissatisfied. They complain, cancel and advise against you.

Passives (7 and 8)

They're fine, but they switch suppliers without a second thought.

Promoters (9 and 10)

Fans. They buy again and bring in new customers.

NPS = % Promoters – % Detractors

2. The difference between NPS, CSAT and CES

NPS is not the only metric. Each one answers a different question:

CSAT (Satisfaction)

Question: "Were you satisfied with this experience?"

When to use: Right after a support interaction, delivery or purchase.

CES (Effort)

Question: "How easy was it to resolve your issue?"

When to use: Support flows, sign-up, self-service.

NPS (Loyalty)

Question: "Would you recommend us?"

When to use: An overview of the relationship (quarterly/semiannual).

3. How to collect feedback the right way

Clarity

Say why you're asking: "Your answer helps us improve our product in less than 1 minute."

Respect

One click on the score + one comment field. Don't run giant questionnaires.

Timing

CSAT right after use. NPS every 90 days (so you don't wear customers out).

Closing the loop

If a customer complained, someone needs to follow up. Feedback without action breeds frustration.

4. The gold is in the comments

The score is the thermometer, the comment is the diagnosis. Always ask: "Tell us a bit more about the reason for your score."

Voice of the customer cycle:

Collecting scores + comments

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Classification by tags (Price, Support...)

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Action plan by area

Want to structure your CX function?

Centriu helps you set up the surveys, dashboards and the loop-closing routine with your customers.

Guide – Fundamentals of NPS and the voice of the customer