How to Improve Your Net Promoter Score
Net Promoter Score is a useful signal, but you cannot improve it by chasing the number. You improve it by changing the experience behind it.
To improve your Net Promoter Score, read the comments behind the scores, close the loop personally with detractors, find the few moments that drive most low scores, fix those moments first, recognize employees named by promoters, share results with the frontline team and survey consistently so you can see real change over time.
Net Promoter Score asks customers how likely they are to recommend you on a 0 to 10 scale. Promoters score 9 or 10, detractors 0 to 6, and the score is the percentage of promoters minus the percentage of detractors.
The number matters less than the reasons. In PwC’s 2025 Customer Experience Survey, 86% of consumers said human interaction is important to them. Comments often point to the people moments that move the score.
Seven ways to improve NPS
- Read the comments. The why behind the number.
- Close the loop. Personally call detractors.
- Find the driver moments. A few cause most pain.
- Fix those first. Focus beats spreading thin.
- Recognize named employees. Promoters name people.
- Share with the front line. They can act fastest.
- Survey consistently. Track trends, not snapshots.
Close the loop with detractors
A personal follow-up with a low scorer shows you listened and often recovers the relationship. It also tells you exactly what to fix.
Fix the moments that matter most
Low scores usually cluster around a few moments: the first contact, a problem that went wrong, or how things ended. The First, Worst and Last moments framework is a useful lens.
Never game the score
Asking customers for a 10 or only surveying happy customers makes the number useless. Use it honestly as a signal.
See also How to Measure Customer Experience. Improving the experience behind the score is the focus of The Power of Small Moments.
Improve NPS by changing the experience: read the comments, close the loop with detractors, fix the few moments behind most low scores, recognize employees promoters name, share results with the front line and survey consistently.
Frequently asked questions
How do you improve Net Promoter Score?
How is Net Promoter Score calculated?
What is a good NPS?
Should you ask customers for a high score?
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