TrueData™ SURVEYS
Net Promoter Surveys. Customized for You.
We design and distribute your NPS surveys and analyze the feedback—so you know what drives advocacy and what needs work.
Expert Analysts + Included Software = 2x Better Insights
No software costs. No learning curve. Just results.
More Than a Score. See What Drives Your 9’s and 2’s.
NPS surveys ask how likely customers are to recommend your company. With that score, we can infer loyalty and predict future behavior.
But we don’t stop at your NPS score. We pair it with smart follow-ups and segmentation to reveal why customers promote, hesitate, or detract.
The result? Actionable feedback that gives you a clear path to maximizing loyalty.
Let’s Build the Right Survey for You!
Stop settling for surveys that fall short. Let’s build a survey that gives you honest answers, drives action, and accelerates growth.
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A good NPS survey isn’t one click. It’s dozens of steps. We handle them all.
Let’s streamline your survey and give you data you can trust.
Built-In Features that Drive Growth
Save money. Software and tools included.
No add-on costs. No upsells. No separate licenses. Just results.
Custom survey design. 100% bias-free.
Built from scratch to match your goals—no templates, no leading questions, no fluff.
Insights grouped by theme & urgency.
Evidence based, statistically valid data showing next steps.
Human-coded text analysis + AI-assists.
Every open-ended response coded for nuance and clarity.
Highest response rates!
100% deliverability. 100% engaging. Surveys customers want to take.
CEO-ready Findings Reports.
Action-focused presentations designed for executives and frontline teams.
TrueData™ Surveys are for
Organizations with High-Value Customer Relationships
Trusted by Companies Like Yours
Let’s Build the Right Survey for You!
Stop settling for surveys that fall short. Let’s build a survey that gives you honest answers, drives action, and accelerates growth.
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Not Just a Platform. A Complete NPS Solution.
Most survey platforms hand you a template and leave the rest to you. We don’t.
We handle everything—from writing and sending your NPS survey to analyzing the results and delivering strategic insights.
With our TrueData™ model, we go beyond scores to uncover what’s driving loyalty, churn, and indifference—so your team gets more than data. You get direction.
For Your Current Surveys
Mini-Projects
We optimize your survey design. We can also power up your analysis with correlations and more.
From $950
Optimized for New Surveys
Projects
A complete survey with an always-on portal. You bring the idea—we’ll craft the questions and give you clarity.
From $5900
Best for Growth Brands
Tracking Programs
Stay on top of performance with ongoing surveys that reveal patterns, progress, and performance gaps.
From $350-$9000/Month
Need Something More Tailored?
Not every challenge fits neatly into a package. We build custom research and survey strategies for teams with unique goals, complex audiences, or multi-phase initiatives.
What Bad Surveys Cost You
Bad surveys create blind spots—missed problems, wasted effort, and lost customers.
In this free guide, you’ll learn the five most common survey mistakes—and how to fix them.
You’ll see examples of better survey questions, proven ways to boost response rates, and how to turn survey data into insights your teams can actually use.
Get our Free Guide and stop bad data in its tracks.
Frequently Asked Questions
A Net Promoter Score (NPS) survey asks one key question: “How likely are you to recommend our company to a friend or colleague?” Customers respond on a 0–10 scale, and their answers determine whether they’re a Promoter, Passive, or Detractor. It’s a fast, standardized way to measure customer loyalty and predict future behavior.
But the best NPS surveys go further — they’re designed and run by experts who make sure the questions are bias-free, the outreach gets high response rates, and the results reveal exactly what’s driving customer loyalty or dissatisfaction.
To calculate Net Promoter Score, subtract the percentage of Detractors (ratings 0–6) from the percentage of Promoters (ratings 9–10). Passives (ratings 7–8) don’t count toward the final NPS score. The result is a number between -100 and 100. For example, if 60% are Promoters and 10% are Detractors, your NPS is 50.
While the math is simple, knowing why customers give their scores and what to do about it requires expert analysis and smart follow-up. That’s why companies hire us to run their NPS programs end to end, with premium survey technology included at no extra cost.
A good Net Promoter Score depends on your industry and customer expectations. Generally, a score above 0 means you have more Promoters than Detractors. A score above 50 is excellent, and anything over 70 is considered world-class. More important than a single number, though, is how NPS trends over time and how it correlates with real customer satisfaction and loyalty.
Net Promoter Score (NPS) is important because it serves as a key metric for customer loyalty. It’s simple to measure, easy to benchmark, and can predict growth by identifying your most loyal customers—and your most dissatisfied. But NPS is just the start. To drive change, you need to pair the score with open-ended questions and meaningful analysis.
With a done-for-you NPS program that includes premium software, expert outreach, and analysis, you get an affordable way to track and grow loyalty — without managing the process yourself.
An effective NPS survey is short, focused, and strategically timed. It includes the core NPS question, a smart follow-up question to uncover why the customer gave that score, and optional segmentation (e.g., product type or customer region). It should also give customers space to express themselves in their own words, capturing valuable feedback beyond the rating.
The best follow-up question is open-ended and invites the customer to explain their score. For example: “What’s the primary reason for your score?” or “What could we do to improve?” These questions help you dig deeper into customer sentiment, identify root causes of satisfaction or frustration, and generate actionable insights.
We custom-tailor follow-ups to your business, using advanced tools (included at no extra cost) to capture and analyze responses so you know exactly what to fix or keep doing.
NPS surveys measure customer loyalty by asking about likelihood to recommend. Customer satisfaction (CSAT) surveys focus on a specific interaction, asking how satisfied the customer was. While CSAT gives you a snapshot of performance, NPS reflects the strength of the customer relationship over time.
A good NPS question is neutral, direct, and easy to answer. Avoid leading language or unnecessary wording. Stick with the classic phrasing: “How likely are you to recommend [Company] to a friend or colleague?” From there, add a clean follow-up question to explore the reason behind the score.
Our experts test and refine your question for maximum accuracy, using advanced survey tools included in your program.
Absolutely. In B2B, Net Promoter Score surveys can reveal how different decision-makers and stakeholders feel about your business. You may need to segment results by account, department, or role—but the same principles apply. NPS helps B2B companies measure customer loyalty and identify churn risks.
We design NPS programs for B2B decision-makers, using high-quality outreach tools included at no extra cost to reach the right contacts.
NPS data is only useful if you act on it. Start by reviewing survey responses by customer segments, products, or teams. Look for patterns—what makes happy customers promote you? Why do detractors respond negatively? Use these insights to improve your business processes and strengthen customer relationships.
The value of NPS comes from action, not just scores. Our done-for-you NPS surveys include premium analytics software and expert review — so you leave with clear, prioritized next steps.
No. You can use a platform, but what matters most is how the survey is written, sent, and analyzed. Many NPS survey companies provide basic tools, but they don’t deliver the analysis or strategy needed to take action. That’s where a full-service provider like Interaction Metrics makes the difference.
When you hire us, premium survey software is included at no extra cost. You get the benefits of top-tier technology, expert design, and strategic analysis — without buying and learning a platform yourself.
Yes. We handle every step — from bias-free question design to outreach, analysis, and recommendations. Our programs include premium survey tools at no extra cost, so you get a complete solution without managing software.
Survey software gives you tools; we give you results. Our affordable, full-service NPS programs include premium technology, expert design, and actionable insights — no DIY guesswork required.
Because our programs include premium software, expert outreach, and analysis, they’re often more affordable than buying software and managing it yourself — and they deliver higher-quality results.
Deep Dive: Because You’re Here for the Details
You stayed with us this far, so you’re not just browsing—you’re building. Let’s get into it.
Understand the Why Behind the Score
Net Promoter Score (NPS) is one of the most widely used customer experience metrics—but for most companies, it’s also one of the most misunderstood. The score alone won’t tell you why your customers are loyal or why some leave without warning. That’s where our approach to Net Promoter Surveys comes in.
At Interaction Metrics, we design NPS surveys that go far beyond the basic question. We write each question with intention, customize follow-up prompts to uncover context, and segment customer responses in ways that reveal which parts of your experience are driving or hurting loyalty.
Our goal isn’t just to measure customer satisfaction—it’s to pinpoint where loyalty breaks down and what you can do about it. The result is more than a score. You get insights you can act on.
What is Net Promoter Score?
Net Promoter Score (NPS) is a customer loyalty metric based on one question: “How likely are you to recommend our product or service to a friend or colleague?” Responses range from 0 to 10 and fall into three categories:
- Promoters (9–10): Loyal customers likely to refer others
- Passives (7–8): Neutral customers who could be swayed
- Detractors (0–6): Unhappy customers who may spread negative word of mouth
To calculate Net Promoter Score, subtract the percentage of Detractors from the percentage of Promoters. The resulting NPS score ranges from -100 to +100. A higher score means more loyal customers—but even a “good NPS score” doesn’t tell you everything.
The Net Promoter Score framework was first outlined by Fred Reichheld in a widely cited Harvard Business Review article, where he proposed it as the single most reliable indicator of company growth.
Why Net Promoter Score Alone Isn’t Enough
The standard net promoter system gives you a number. But what does that number mean? Why did some customers give you a 2 while others gave you a 10? Without the reasons behind the scores, NPS becomes a vanity metric—easy to track but hard to use.
That’s why our Net Promoter Surveys are designed to dig deeper. We don’t rely on a template. Instead, we create NPS surveys tailored to your business goals, customer segments, and channels. We help you identify trends across your customer journey, whether you’re dealing with loyal customers, unenthusiastic customers, or unhappy customers who need immediate attention.
While NPS has its strengths, it also comes with serious limitations that companies often overlook.
For one, the question has become so common that customers may not take it seriously—or assume their feedback won’t be heard. And while the scoring system seems simple, it lumps a wide range of experiences (from slightly disappointed to deeply frustrated) into a single “detractor” category, masking key nuances.
NPS also isn’t ideal for every situation. Some companies—like specialty manufacturers—deliver outstanding service, but asking customers whether they’d “recommend” them may not make sense. Likewise, many vital touchpoints, such as product packaging or website navigation, don’t lend themselves to the NPS question at all.
Most critically, NPS lacks a weighting system. It treats every score equally, without considering the importance of the moment or experience behind it.
That’s why it’s essential to ask: Is the NPS question truly right for your company and your goals? And if you use it, are you following up in a way that uncovers actionable feedback?
Measuring Loyalty with TrueData™
Our proprietary TrueData™ model combines advanced analytics with human expertise. This lets us go beyond surface-level NPS data to reveal real drivers of loyalty, churn, and indifference.
We start by measuring customer sentiment through carefully worded survey questions. Then we map customer responses to key moments in the customer journey—like onboarding, support, renewals, or fulfillment. Every score is segmented, weighted, and paired with actual voice-of-customer comments.
You don’t just see that loyalty dropped—you learn which product or service caused it, why it happened, and how to fix it.
Want to explore how text comments turn into clear insights? See how we use text analysis to surface themes and emotions from open-ended feedback.
What You Get with TrueData™ NPS
Forget one-dimensional scores. Our NPS surveys give you a multi-layered view of customer sentiment—real-time dashboards, segmentation, usability feedback, and more.
You’ll see more than just a single Net Promoter Score. Our dashboards break down responses by team, market vertical, customer type, and journey stage—so you can instantly spot where loyalty is highest (or slipping). Interactive filters let you analyze promoters, passives, and detractors separately, while visualizations highlight trends over time, usability perceptions, and even the percentage of customers who chose to remain anonymous.
It’s NPS with context, clarity, and action built in.
Create NPS Surveys that Work
We create NPS surveys that combine best practices with customization. That means:
- The core NPS question is framed clearly and neutrally.
- A follow-up question invites open-ended feedback, allowing customers to explain their score in their own words.
- The survey adapts to different customer segments—so you can compare how new customers, existing customers, and repeat buyers experience your brand.
You’ll also benefit from pre-tested subject lines, mobile-friendly formatting for survey responses, and design that ensures high response rates without survey fatigue.
You’ll also benefit from mobile-friendly formatting, pre-tested subject lines, and design strategies that improve survey response rates.
NPS vs. Other Customer Satisfaction Metrics
NPS is just one way to measure customer satisfaction and loyalty. But how does it compare to other metrics?
- CSAT (Customer Satisfaction Score) measures how satisfied customers are with a specific interaction.
- CES (Customer Effort Score) measures how easy it is for customers to resolve an issue or complete a task.
- NPS measures the overall strength of your customer relationships.
Each of these metrics has value. But Net Promoter Score stands out as a market research metric that captures the emotional and behavioral intent of your customers. When done right, it reveals how your brand lives in customers’ minds.
Why Most NPS Survey Companies Miss the Mark
Most NPS survey companies hand you a portal, a couple of templates, and leave you to interpret the results. But surveys don’t interpret themselves—and customer feedback doesn’t lead to action without analysis.
At Interaction Metrics, we manage the entire NPS process for you. From survey creation to delivery to analysis, we provide a complete Net Promoter Score survey solution. Our experts write every survey question, monitor survey responses, analyze customer sentiment, and deliver insights that lead to real improvements in customer experience.
Segment Your NPS Data for Better Insights
Not all customers are the same—and not all NPS scores should be treated equally. That’s why we segment NPS data by:
- Region or sales territory
- Customer type or size
- Product or service line
- Stage in the customer journey
This segmentation lets you pinpoint where your most satisfied customers are coming from—and where you’re losing others. You’ll know if your target market is getting the experience they expect or if business processes are holding you back.
When Customers Leave You Feedback—Listen Closely
Every NPS survey question is an opportunity to listen. But not all listening is equal. We optimize your follow-up questions to collect more detail—not just canned responses. You’ll learn what’s causing dissatisfaction, what customers want more of, and what they think of your brand overall.
And unlike most survey platforms, we don’t let valuable feedback get lost. Every word your customers write is analyzed using a blend of AI and human review to ensure that your team receives clear, actionable insights.
How to Turn Your NPS into Actionable Insights
A Net Promoter Score is a key metric. But by itself, it won’t improve your customer experience. You need to connect the data to real action.
Our reports highlight:
- Why detractors respond negatively
- What makes your most satisfied customers love you
- Where you’re exceeding customer expectations—and where you’re falling short
Whether it’s fixing a business process, updating a product, or coaching frontline teams, we help you connect insights to execution.
Net Promoter Score for Employee Feedback
While NPS is often used to measure customer loyalty, it can also be adapted to measure employee health. Employee NPS surveys ask team members how likely they are to recommend your company as a place to work. When integrated with your HR or engagement strategy, employee NPS can highlight areas of burnout, misalignment, or poor communication.
What to Look for in an Effective NPS Survey
A good NPS survey includes:
- A clear main question: “How likely are you to recommend us?”
- A smart follow-up question that reveals the primary reason for the score.
- Clean design optimized for mobile devices, email, and web pages.
- Analysis that tells you what the results mean—not just what they are.
This is where most NPS survey tools fall short. Without thoughtful design and expert analysis, even the best-looking surveys fail to produce meaningful customer insights.
To collect accurate and actionable Net Promoter data, the details matter. That means asking the right follow-up questions, avoiding biased language, segmenting your responses, and timing your survey strategically. Here are key best practices we follow to make sure NPS data leads to clear, confident decisions:
Net Promoter Score and Your Company’s Growth
Companies that excel at listening to customers—and acting on feedback—grow faster. Why? Because they identify and resolve friction points before they snowball. They fix what unhappy customers complain about, and they do more of what loyal customers love.
Net Promoter Score helps quantify that loyalty, track it over time, and understand how it ties into your company’s growth.
But to do that, you need more than a number. You need the “why.”
Ready to Get More from Your NPS?
If you’re only looking at the score, you’re missing the full picture.
With Interaction Metrics, you get custom-built Net Promoter Score surveys designed to reveal what your customers are really thinking—and how to turn that feedback into growth.
Let’s take your NPS program from basic to brilliant.
Contact us today to create a Net Promoter system that actually drives results.
Let’s Build the Right Survey for You!
Stop settling for surveys that fall short. Let’s build a survey that gives you honest answers, drives action, and accelerates growth.
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