Primary Research

Net Promoter Score

Measure Customer Loyalty. Drive Business Growth.

If you’re trying to figure out how your business is really doing, look at your customer loyalty. It’s one of the clearest signs you’re set up for long-term success. Customer satisfaction matters, but if you really want to know how deep that satisfaction goes, find out if people would actually recommend you to others. That’s the real test.

That’s where a Net Promoter Score (NPS) Study comes in. It cuts right to the chase, asking your customers just one key question: “On a scale of 0 to 10, how likely are you to recommend our company, product, or service to a friend or colleague?” Their answers say a lot.

Here’s how people usually fall out:

Promoters (score 9–10): These are your fans. They love what you’re doing and aren’t shy about telling others.

Passives (score 7–8): Generally OK with your brand, but they won’t go out of their way for you—and if a competitor woos them, they might listen.

Detractors (score 0–6): These folks just aren’t happy. Maybe they’re disappointed, or even upset, and they might tell others why.

The math is simple. Take the percentage of promoters and subtract the percentage of detractors. That’s your NPS. It’s a popular way to measure loyalty all over the world.

Why do you need NPS study?

It actually helps you keep customers, shows you where you’re strong (or not so strong), and points out where to make things better. When you know how your customers really feel, you can focus your efforts where they matter most. You get insights like:

It doesn’t matter if you work in retail, healthcare, banking, telecom, automotive, hospitality, SaaS, education, or eCommerce. NPS gives you a window into what customers think and how loyal they really are.

- How loyal your customers truly are
- What’s working and what isn’t in your customer experience
- Why people are happy—or not
- How your different locations, products, or teams stack up
- How trends change over time
- Ways to keep customers coming back
- Strategies to boost your reputation and referral business

How MarketGenics Conducts NPS Studies

At MarketGenics, we don’t just collect scores; we dig into the “why” behind customer loyalty and frustration. Here’s how we do it:

1. Defining Research Objectives: We understand your goals, the key points where customers touch your brand, and what you want to improve.

2. Survey Design: Next, our team puts together a survey. Of course, we ask the main NPS question, but we also add follow-ups to get to the heart of what’s driving loyalty or creating pain.

3. Customer Sampling: We make sure to pick a sample of customers that actually represents your own customer base so the results reflect reality, not just noise.

4. Data Collection: For collecting data, we meet people where they are: online, on the phone, in person, through mobile, email, or sometimes a mix—it depends on what works best for the group you want to hear from.

5. Data Validation & Quality Checks: Quality is a big deal for us. We’re serious about checking that the data is solid and dependable.

6. Analysis & Insight Generation: Once those responses come in, we break down your score, look at how many customers fall in each group, and dig into what’s driving those feelings. We connect the dots to see how satisfaction lines up with loyalty, spot trends, and, if needed, see how you compare with competitors.

7. Reporting & Recommendations: Then comes the report. We lay everything out for you: the scores, what the trends say, what customers are actually telling you, and what to do next. No fluff—just clear, useful recommendations.

Why MarketGenics?

Customer Experience Research Expertise: We do a lot of customer satisfaction, loyalty, and experience measurement studies across different industries

Customized NPS Frameworks: We tailor each NPS study so it matches your business aims, your customer journey, and the real-world industry dynamics

Comprehensive Insight Approach: We go past the NPS score, and we dig into the key drivers that shape customer loyalty and even word of mouth advocacy

Robust Research Methodology: Our scientific sampling techniques plus strict quality controls, make sure the results are dependable and properly representative, not just “nice numbers”

Actionable Business Recommendations: We translate what we find into practical next steps, so you can improve customer experience, strengthen loyalty, and boost business performance

End-to-End Project Management: From questionnaire design and fieldwork, to the analysis and reporting, we handle the whole research journey, start to finish

Transform Customer Feedback into Customer Loyalty

Your customers are basically your best source of business intelligence. When you understand what makes loyalty happen—and what quietly breeds dissatisfaction—you can build better relationships and support sustainable growth.

Conduct a comprehensive Net Promoter Score (NPS) Study with MarketGenics and gain actionable insights into customer loyalty and advocacy.

Market Research • Surveys • PR

Get insights, visibility and validation — delivered fast and with zero hassle.

Whether you’re launching a product, testing a market, or strengthening brand credibility, MarketGenics handles everything—survey design, data collection, expert analysis, and press-ready reports.

✓ End-to-end survey execution (PAN-India panels)
✓ Insightful reports + press releases to boost brand visibility
✓ Fast turnaround with expert guidance at every step

Talk to our team

Need a quick estimate, feasibility check, or a customised research plan? Share your details and our team will respond within one business day.