NPS score: measure and improve customer satisfaction

As you probably know, when it comes to customer satisfaction, one indicator always stands out: the Net Promoter Score (NPS).. In a single question, it measures the probability that a customer will recommend your company, product, or service.. Simple, but incredibly revealing. The higher the score, the more your customers become natural ambassadors, true promoters at the heart of the customer experience.

For 18 years, Techni’Sens has been exploring NPS calculations through numerous projects,, drawing a wide range of surveys: satisfaction studies, quantitative analysis… (all designed to make full use of data and information collected).
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The NPS score is systematically integrated into this process, as it provides a reliable benchmark for identifying promoters, passives, and detractors, and understanding what works and what needs improvement.

Why NPS is essential for your business

If you are looking for an indicator that is clear, universal, and easy to follow, the NPS Score ticks all the boxes. In a single score, it captures customer satisfaction, but above all, their genuine enthusiasm, which translates into a likelihood of recommending your company, product, or service.

But the NPS doesn’t stop there. It also allows you to spot weak signals very early on: growing irritation, silent disappointment, the beginning of a breakdown in the customer experience.. When the score drops, detractors become more visible, and passives can switch sides. It’s impossible to ignore. And that’s precisely what allows you to take action before the situation has a lasting impact on your customers and your image.

What’s more, the NPS score becomes a valuable comparison tool. Thanks to industry benchmarks, you can position your company relative to other companies in your sector, analyze scores, identify areas for improvement, and adjust your marketing strategy. Above? Below? Focusing on a specific area for improvement? These are all key elements for more refined performance management.

How to use and interpret the NPS score

When testing a product or package, the NPS score becomes a real barometer. At Techni’Sens, we use it to measure engagement and the degree of recommendation.. The question asked is simple: “How likely are you to recommend this product to your friends and family?” A scale from 0 to 10 is sufficient.

From there, consumers can be grouped into three categories:

Wondering how all this translates into numbers? Here’s a concrete example.

For a survey of 100 respondents:

The calculation is then very straightforward:
NPS = % of promoters – % of detractors
NPS = 40% – 30% = +10

A score of +10,it’s positive… but clearly room for improvement. And that’s precisely what the NPS reveals: not only a trend, but also room for improvement.

It should be noted that expectations vary depending on the sector. In the food industry, for example, a score of around 30 is already considered solid. Why? Because the context, competition, market maturity, and other factors strongly influence the “expected” level.

This is why it is important to track NPS over time, and compare it with the performance of competing products. Without these benchmarks, it is impossible to assess whether your progress is due to a real increase in satisfaction or simply a general market trend.

NPS use cases: when and why to use it

The NPS score can become a real guide to understanding your customers’ engagement, regardless of where your product or service is in its life cycle. What’s the benefit? It adapts to all situations and many projects, providing a clear measure of satisfaction and loyalty.

Among the most common uses of NPS are:

External communication: display a recommendation percentage, for example, “x% of consumers recommend us,” to reinforce credibility with future customers.

Internal performance indicator: tracking score trends helps to adjust actions, priority management, and marketing strategy.

The NPS not only allows you to clearly identify promoters, but also to anticipate the emergence of detractors, who may not yet be visible in the initial responses.

At Techni’Sens, we go one step further.
The The NPS score is systematically combined with other tools and indicators (sensory analyses, qualitative approaches, verbatim quotes from surveys, etc.) in order to provide operational recommendations. As a result, the NPS becomes a valuable performance monitoring tool.. Its progress is monitored on a project-by-project basis, using a structured process, while building a dedicated database for each client, which is consolidated over time. This repository then serves as a reference point for setting target scores, comparing results, and positioning your company in a broader market context.

Limitations and best practices of the NPS score

The NPS score is a very effective tool…but it is not, on its own, a universal answer. On its own, it only tells part of the story. To understand why a score rises or falls, it is recommended to supplement it with other qualitative or quantitative data.. They provide key information about customers’ motivations, frustrations, or implicit expectations.. Everything that figures can ultimately only sketch out.

Timing also plays a key role. There is no single ideal moment. Depending on the nature of the product or service, the survey can be conducted immediately after use, when feelings are still spontaneous, or after several trials,when the experience needs time to develop. The challenge is to adapt the survey to the actual pace at which consumers are getting to know the product.

Another key point: the cultural and sectoral context. A high NPS score in the food industry does not have the same meaning as in tech or services.. Expectations, the level of competition, the maturity of the sector… everything influences the interpretation of scores.. Without this perspective, thecompany risks drawing the wrong conclusions and steering its strategy in the wrong direction.