[et_pb_section fb_built=”1″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row _builder_version=”4.27.5″ _module_preset=”default” custom_margin=”||0px||false|false” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n
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 <\/span>probability that a customer will recommend your company, product, or service.. Simple, but incredibly revealing. The higher the <\/span>score, the more your customers become natural ambassadors, true promoters at the heart of the customer experience.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.27.5″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” custom_margin=”-30px||||false|false” sticky_enabled=”0″][et_pb_column type=”1_2″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” custom_margin=”20px||||false|false” sticky_enabled=”0″]<\/p>\n The principle of NPS does not lie in measuring observed behavior, but in an intention to recommend that is more engaging than traditional satisfaction indicators. Admittedly, NPS is based on declarative statements. But not just any declarative statements. By asking consumers if they would recommend a product or brand, we encourage them to project themselves into the future and take a stance. This is an important distinction. <\/span><\/p>\n Le calcul bas\u00e9 sur l\u2019\u00e9cart entre <\/span>promoteurs<\/b> et <\/span>d\u00e9tracteurs<\/b>Calculations based on the gap between promoters and detractors do not in themselves provide additional objectivity. However, they do enable <\/span>perceptions to be ranked, balances (or imbalances) in satisfaction to be identified, and weak signals that are more structural than a simple average score to be identified.<\/p>\n [\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_image src=”https:\/\/www.technisens.com\/wp-content\/uploads\/2026\/02\/2026-Freepik-NPS-1-scaled.jpg” _builder_version=”4.27.5″ _module_preset=”default” theme_builder_area=”post_content” hover_enabled=”0″ sticky_enabled=”0″ alt=”Young woman giving a satisfaction rating from her smartphone, illustrating customer experience evaluation and NPS score.” title_text=”2026-Freepik-NPS” border_radii=”on|12px|12px|12px|12px”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” sticky_enabled=”0″ custom_margin=”-20px||||false|false”]<\/p>\n For 18 years, Techni\u2019Sens<\/a> has been exploring NPS calculations through numerous projects,, drawing a wide range of surveys: satisfaction studies<\/span>, quantitative analysis<\/a>\u2026 (all designed to make full use of data and information<\/span> collected). [\/et_pb_text][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” custom_margin=”60px||||false|false” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” sticky_enabled=”0″]<\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n 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 <\/span>score, it captures customer satisfaction, but above all, their genuine enthusiasm, which translates into a likelihood of recommending your company, product, or service.<\/p>\n But the NPS doesn’t stop there. It also allows you to spot <\/span>weak signals very early on: growing irritation, silent disappointment, the beginning of a breakdown in the customer experience.. When the score drops, <\/span>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 <\/span>customers and your image.<\/p>\n 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. <\/span><\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” custom_margin=”60px||||false|false” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” sticky_enabled=”0″]<\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n When testing a product or package, the NPS score becomes a real barometer. At Techni’Sens, we use it to measure engagement and <\/span>the degree of recommendation.<\/b>. The question asked is simple: <\/span>\u201cHow likely are you to recommend this product to your friends and family?\u201d A scale from 0 to 10 is sufficient. <\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”1_2″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_image src=”https:\/\/www.technisens.com\/wp-content\/uploads\/2026\/02\/2026-Freepik-NPS-Consumer-1-scaled.jpg” _builder_version=”4.27.5″ _module_preset=”default” theme_builder_area=”post_content” alt=”Hands of a person holding several bags after visiting a store, illustrating customer satisfaction and the NPS score.” title_text=”2026-Freepik-NPS-Consumer” border_radii=”on|12px|12px|12px|12px” hover_enabled=”0″ sticky_enabled=”0″][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n From there, consumers can be grouped into three categories:<\/span><\/p>\n [\/et_pb_text][et_pb_accordion toggle_icon=”3||divi||400″ icon_color=”#8FB99F” use_icon_font_size=”on” icon_font_size=”24px” _builder_version=”4.27.5″ _module_preset=”default” custom_margin=”||0px||false|false” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_accordion_item title=”Detractors” open=”on” open_toggle_background_color=”rgba(143,185,159,0.1)” closed_toggle_background_color=”rgba(143,185,159,0.3)” _builder_version=”4.27.5″ _module_preset=”default” custom_margin=”||10px||false|false” border_radii=”on|16px|16px|16px|16px” border_width_all=”0px” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n Dissatisfied customers, often quick to share their negative feelings.<\/span><\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item title=”Passives” open_toggle_background_color=”rgba(143,185,159,0.1)” closed_toggle_background_color=”rgba(143,185,159,0.3)” _builder_version=”4.27.5″ _module_preset=”default” custom_margin=”||10px||false|false” border_radii=”on|16px|16px|16px|16px” border_width_all=”0px” global_colors_info=”{}” theme_builder_area=”post_content” open=”off”]<\/p>\n Satisfied, yes… but not to the point of committing. They may switch to the competition. <\/span><\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item title=”Les promoteurs” open_toggle_background_color=”rgba(143,185,159,0.1)” closed_toggle_background_color=”rgba(143,185,159,0.3)” _builder_version=”4.27.5″ _module_preset=”default” custom_margin=”||10px||false|false” border_radii=”on|16px|16px|16px|16px” border_width_all=”0px” global_colors_info=”{}” theme_builder_area=”post_content” open=”off”]<\/p>\n The most enthusiastic, loyal, and often the best ambassadors for your brand.<\/span><\/p>\n [\/et_pb_accordion_item][\/et_pb_accordion][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n Wondering how all this translates into numbers? Here’s a concrete example. <\/span><\/p>\n For a survey of 100 respondents:<\/span><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,1_3,1_3″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”1_3″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_circle_counter title=”40 promoters” number=”40″ _builder_version=”4.27.5″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” module_alignment=”center” max_width=”150px” sticky_enabled=”0″][\/et_pb_circle_counter][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_circle_counter title=”30 passives” number=”30″ _builder_version=”4.27.5″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” max_width=”150px” sticky_enabled=”0″][\/et_pb_circle_counter][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_circle_counter title=”30 detractors” number=”30″ _builder_version=”4.27.5″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” max_width=”150px” sticky_enabled=”0″][\/et_pb_circle_counter][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.5″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” custom_margin=”-40px||||false|false” sticky_enabled=”0″][et_pb_column type=”4_4″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n The calculation is then very straightforward: 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. <\/span><\/p>\n It should be noted that expectations vary depending on the sector. In the food industry, for example, a <\/span>score of around 30<\/b> is already considered solid. Why? Because the context, competition, market maturity, and other factors strongly influence the \u201cexpected\u201d level. <\/span><\/p>\n 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. <\/span><\/b><\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” custom_margin=”60px||||false|false” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” sticky_enabled=”0″]<\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n 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 <\/span>projects, providing a clear measure of satisfaction and loyalty.<\/p>\n Among the most common uses of NPS are:<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.27.5″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” custom_margin=”-40px||||false|false” sticky_enabled=”0″][et_pb_column type=”1_2″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” text_text_color=”#192346″ link_text_color=”#000000″ ul_text_color=”#000000″ ol_text_color=”#000000″ quote_text_color=”#000000″ background_color=”rgba(143,185,159,0.23)” custom_margin=”16px||16px||true|false” custom_padding=”25px|4%|25px|4%|true|true” border_radii=”on|16px|16px|16px|16px” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n Launch of a new product or service: the score helps validate market acceptance and gather initial feedback on the customer experience.<\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” text_text_color=”#192346″ link_text_color=”#000000″ ul_text_color=”#000000″ ol_text_color=”#000000″ quote_text_color=”#000000″ background_color=”rgba(143,185,159,0.23)” custom_margin=”16px||16px||true|false” custom_padding=”25px|4%|25px|4%|true|true” border_radii=”on|16px|16px|16px|16px” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n Continuous evaluation of customer experience: in both B2B and B2C, NPS provides a reliable reading of customer satisfaction over time.<\/p>\n [\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” text_text_color=”#192346″ link_text_color=”#000000″ ul_text_color=”#000000″ ol_text_color=”#000000″ quote_text_color=”#000000″ background_color=”rgba(143,185,159,0.23)” custom_margin=”16px||16px||true|false” custom_padding=”25px|4%|25px|4%|true|true” hover_enabled=”0″ border_radii=”on|16px|16px|16px|16px” global_colors_info=”{}” theme_builder_area=”post_content” sticky_enabled=”0″]<\/p>\n External communication: display a recommendation percentage, for example, \u201cx% of consumers recommend us,\u201d to reinforce credibility with future customers. [\/et_pb_text][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” text_text_color=”#192346″ link_text_color=”#000000″ ul_text_color=”#000000″ ol_text_color=”#000000″ quote_text_color=”#000000″ background_color=”rgba(143,185,159,0.23)” custom_margin=”16px||16px||true|false” custom_padding=”25px|4%|25px|4%|true|true” border_radii=”on|16px|16px|16px|16px” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n Internal performance indicator: tracking score trends helps to adjust actions, priority management, and marketing strategy.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.5″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” custom_margin=”-40px||||false|false” sticky_enabled=”0″][et_pb_column type=”4_4″ _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n 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.<\/p>\n At Techni\u2019Sens, we go one step further. [\/et_pb_text][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” custom_margin=”60px||||false|false” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” sticky_enabled=”0″]<\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n 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 <\/span>key information about customers’ motivations, frustrations, or implicit expectations.. Everything that <\/span>figures can ultimately only sketch out.<\/p>\n Timing<\/b> 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 <\/span>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 <\/span>the actual pace at which consumers are getting to know the product.<\/p>\n Another key point: the cultural and sectoral context. A <\/span>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 <\/span>the sector… everything influences the interpretation of scores.. Without this perspective, the<\/span>company risks drawing the wrong conclusions and steering its strategy in the wrong direction.<\/p>\n [\/et_pb_text][et_pb_cta title=”From NPS score to strategic action” button_url=”@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9saW5rX3VybF9wYWdlIiwic2V0dGluZ3MiOnsicG9zdF9pZCI6IjQzMyIsImVuYWJsZV9odG1sIjoib2ZmIn19@” button_text=”Request a customized NPS study with Techni\u2019Sens” _builder_version=”4.27.5″ _dynamic_attributes=”button_url” _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” background_color=”rgba(143,185,159,0.23)” background_layout=”light” sticky_enabled=”0″ custom_margin=”60px||||false|false” border_radii=”on|12px|12px|12px|12px” custom_button=”on” button_font=”|600|||||||” button_icon=”=||divi||400″]<\/p>\n In summary, NPS is a key indicator for measuring consumer loyalty and assessing their probability of recommending a product or service they use regularly. It provides valuable performance tracking <\/span>and allows weak signals to be detected before they impact the brand. However, although powerful, <\/span>NPS<\/b> should not be used in isolation. It is recommended that it be supplemented with other qualitative or quantitative data to gain a comprehensive view of consumer expectations. <\/span><\/p>\n At Techni\u2019Sens, we apply a rigorous methodology to integrate NPS into our analyses and track it over time. We provide our clients with customized benchmarks that enable them to monitor product performance trends and competitive benchmarking.<\/p>\n Thus, when used correctly, NPS becomes a powerful lever for optimizing loyalty, improving products, and continuously adjusting strategies.<\/p>\n [\/et_pb_cta][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":" 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 […]<\/p>\n","protected":false},"author":8,"featured_media":6386,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[41,13],"tags":[],"dipi_cpt_category":[],"class_list":["post-6429","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-brands-2","category-uncategorized"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.technisens.com\/en\/wp-json\/wp\/v2\/posts\/6429","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.technisens.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.technisens.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.technisens.com\/en\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/www.technisens.com\/en\/wp-json\/wp\/v2\/comments?post=6429"}],"version-history":[{"count":2,"href":"https:\/\/www.technisens.com\/en\/wp-json\/wp\/v2\/posts\/6429\/revisions"}],"predecessor-version":[{"id":6431,"href":"https:\/\/www.technisens.com\/en\/wp-json\/wp\/v2\/posts\/6429\/revisions\/6431"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.technisens.com\/en\/wp-json\/wp\/v2\/media\/6386"}],"wp:attachment":[{"href":"https:\/\/www.technisens.com\/en\/wp-json\/wp\/v2\/media?parent=6429"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.technisens.com\/en\/wp-json\/wp\/v2\/categories?post=6429"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.technisens.com\/en\/wp-json\/wp\/v2\/tags?post=6429"},{"taxonomy":"dipi_cpt_category","embeddable":true,"href":"https:\/\/www.technisens.com\/en\/wp-json\/wp\/v2\/dipi_cpt_category?post=6429"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\nThe
\nThe <\/span>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.<\/p>\nWhy NPS is essential for your business<\/b><\/h2>\n
How to use and interpret the NPS score<\/b><\/h2>\n
NPS = % of promoters \u2013 % of detractors
NPS = 40% \u2013 30% = +10<\/p>\nNPS use cases: when and why to use it<\/b><\/h2>\n
<\/span><\/p>\n
\nThe The <\/span>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 <\/span>performance monitoring tool.<\/b>. Its progress is monitored on a project-by-project basis, using a <\/span>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 <\/span>target scores, comparing results, and positioning your company in a broader market context.<\/p>\nLimitations and best practices of the NPS score<\/b><\/h2>\n