4.7
Star
on Capterra
4.6
Star
on G2
4.8
Star
on Trust Pilot
4.5
Star
on Trust Radius
Not because customers stopped caring, but because the program stopped catching the moments that mattered.
The customer had the experience on Tuesday and the follow-up email lands on Friday. By then they've moved on, and the score is more a rating of the email than the experience.
Enterprise accounts and self-serve users are averaged into the same score. When it dips, nobody knows which group is unhappy or what would fix it.
A one-word comment and a score of 3 lands somewhere in the reporting tool. Meanwhile the account team that could actually fix it never sees it, and the renewal call comes and goes.
Three steps, and the first one is something you could get done this week.
Send the loyalty question right after the interaction it's asking about, a purchase, a support call, a delivery, a renewal window. Answers come in over email, SMS, in-app, chat, and QR at the counter, whatever fits the moment.
Every score sits alongside the two or three things really moving it — the length of the wait, the way a return was handled, the clarity of a bill. Written comments get grouped into the subjects people keep raising, along with the feeling attached to each one.
When a detractor comes in, the right person hears about it at the time. A support-related complaint goes to the manager who owns that queue. A store-specific problem goes to that store's team. Each one arrives with the customer's own words, someone's name on it and a date.
142
SMS
88
In-app
64
Live chat
52
QR at the counter
54
Product quality
-0.35
Wait time
-0.42
Support experience
-0.31
Pricing clarity
-0.18
#10428 · post-purchase
campaignHeard from: Message this morning"Third failed export this week. Looking at alternatives."
Six things that tend to separate a program that moves the number from one that just measures it.
Trigger the loyalty question off a real event, a checkout, a support ticket closing, a delivery, a renewal window opening. No calendar sends, no reminders three weeks late.
Email, SMS, in-app, web pop-up, phone, live chat and QR at the counter. All the answers, one place.
Slice the score by region, product line, tenure, account size, or the segment your team already uses in every other conversation. The overall number stops being the only number.
Written comments get grouped into the subjects people keep bringing up, and each subject shows the feeling attached to it. So a five-point dip has a shortlist of things behind it instead of a mystery.
Ask at signup, at first value, at renewal, after cancellation. Compare scores by stage and catch friction where it happens, not in the year-end summary.
Detractors go to the person who can fix it. Promoters see a share-a-story prompt. Passives get a short follow-up asking what would move them. Every score earns a next step.
One worked example with made-up numbers. The moment, the flow and the follow-up would be your own.
From the interaction to a routed detractor · usually inside 15 minutes
Every number on this page is made up. Real programs start looking like this within a few weeks of going live.
A customer wraps up a support call. A purchase clears. A renewal window opens sixty days out. Your systems already know.
A short survey arrives within minutes, on whichever channel the customer prefers, with the context of the interaction already filled in. No re-asking who they are or what they just did.
A score of six or below routes to the person or team that owns that moment. A promoter sees a prompt to share their story. Everyone else gets a short follow-up.
Overall score by segment, the drivers behind it, and the individual comments all end up on the same view — the executive read-out on Monday morning and the account manager's Tuesday call.
A few short walkthroughs, recorded in the product.
Take a TourA tour of the whole thing: the live view of your program, the journey map, your own measures, and how problems get handed to people.
Design FocusThe one question with all the answers, NPS gives you a better understanding of your customers' experience and loyalty. Will they be ambassadors or detractors? What can you do to improve customer experience? Learn more!
Data & ReportsThis powerful SogoCX report delivers a better understanding of how key drivers impact your critical metrics to help you decide where to invest time and resources. Learn more!
Take a TourLearn how to organize and manage contact data using Directories in Sogolytics. This tutorial walks through adding, updating, and structuring records.
Real customers, and what changed for them.
"Thanks to the powerful analytics of SogoCX, we have saved hours of work sifting through data and created visibility to actionable nuggets, so we can easily act on the feedback and make a difference for our members."
Laurie Flanders
Sales & Accountability Leader, All In Credit Union
"Putting people first is a sign of a great company, but an even better partner. Sogolytics lets me take better care of my clients and keep their experiences second to none."
Richard R. Shapiro
Founder, The Center for Client Retention
Five things that tend to matter once procurement gets involved.
There's no dashboard to read and a ticketing tool to raise the case in. A detractor is a case the moment it arrives, and it's already routed.
SOC 2 Type II, ISO 27001, GDPR, CCPA, PCI DSS and HIPAA-enabled accounts, with data held in whichever region you need it to be.
Every account gets a named Strategic Account Manager. They know how your program is set up, and they're the person who answers for how it's going.
Most teams have a first NPS program running within a few weeks and something worth reporting shortly after.
Whether people renew is a fairly honest measure of whether a platform earned its keep. That's ours.
Three ready-made starting points you can pull into your account and reshape.
Finding out how customers feel means knowing how to improve.
See this templatearrow_forward
Give customers opportunities to offer comments and suggestions at every point in their journey.
See this templatearrow_forward
Check in with customers after each interaction to gather insights, ideas, and areas for improvement.
See this templatearrow_forwardCustomer and people data comes in, feedback and events go out, on whatever schedule suits you.
Trigger a loyalty question off any event in the CRM, and push scores, comments and case updates back in.
Fire a survey when a ticket closes, and open a case back in the service tool when a detractor lands.
Trigger loyalty questions off real business events in healthcare, banking and credit union systems.
Drop a file on a schedule to keep contact lists and context in step, no direct system access needed.
Independently audited controls at every layer, and your data stays in whichever region you choose.
What is a Net Promoter Score Software?
What is a good NPS score?
How is NPS score software different from just running a survey?
When should we ask?
How does the follow-up work?
Can we connect Sogolytics' net promoter score platform to our CRM?
How quickly can we launch?
How can I improve my NPS with SogoCX?
What is the formula for NPS?
What are promoters, passives and detractors?
What is the difference between NPS and customer satisfaction (CSAT)?
Is SogoCX a no-code NPS platform?
When should you avoid sending an NPS survey?
What is the main benefit of measuring NPS?
How often should NPS surveys be sent?
Is NPS enough to improve customer loyalty?
What are the benefits of using an NPS survey tool?
What industries can use the Sogolytics NPS survey tool?
Book a demo and we'll walk you through it, from the moment a customer answers to the moment the right person opens their inbox.
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24/7 email support
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Dedicated Account Manager
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