{"id":679,"date":"2025-12-29T21:27:02","date_gmt":"2025-12-29T21:27:02","guid":{"rendered":"https:\/\/mattersgraph.com\/?post_type=insight&p=679"},"modified":"2026-04-09T01:45:41","modified_gmt":"2026-04-09T01:45:41","slug":"the-next-step-beyond-nps-net-promoter-score","status":"publish","type":"insight","link":"https:\/\/mattersgraph.com\/fr\/insights\/the-next-step-beyond-nps-net-promoter-score\/","title":{"rendered":"042\u00a0: L\u2019\u00e9tape suivante apr\u00e8s le NPS (Net Promoter Score)"},"content":{"rendered":"

A common metric leveraged in commercial diligence \u2013 NPS (Net Promoter Score) \u2013 is based on a single and simple question presented to users of a good or service: \u201cOn a score of 0 to 10, how likely is it that you would recommend [XYZ] to a friend or colleague?\u201d <\/p>\n\n

The metric and the question are designed to measure current satisfaction, and the design logic of the question (and the associated measurement system) is to frame a hypothetical, knowing that it is natural human tendency to protect personal brand and reserve offering positive recommendation only in cases where satisfaction levels are unusually high. The hypothetical and the associated calculation are designed for a high bar (to test satisfaction levels).<\/p>\n\n

In this piece, we focus on the importance of truly understanding a target company\u2019s satisfaction, how to use NPS to measure going forward prospect (through thoughtful follow-up questions that I use), and what it means for a potential investment and your post-acquisition value generation plans.<\/p><\/div>\n\n

\n\n

A significant opportunity<\/span><\/h2>\n\n

Too often, the satisfaction and loyalty discussion included in CIMs and sell-side diligence starts and ends with NPS and misses a significant opportunity to (very efficiently) get more from the measure and associated themes \u2013 by adding a few additional follow-on questions, diligence can get substantially further with more valuable insights.<\/p>\n\n

I recommend adding the following loyalty and price-value questions (and analytics):<\/p>\n\n

1. The Loyalty\/Stickiness Follow-on Question: <\/strong>\u201cHow likely are you to switch away from [XYZ] product or service in the next year?\u201d Measuring the likelihood of switching is important in any strategy or diligence engagement, but juxtaposing the likelihood of switching with a respondent\u2019s NPS can create important insights.<\/p>\n\n

    \n
  • High(er) NPS (relative to competition) combined with High likelihood to switch: <\/strong>This may suggest that while a product or service is highly regarded, there are equally well-regarded solutions on the market and the process of switching is not arduous enough to create stickiness; in these cases, there needs to be a viable route to taking share from competitors (who may have the same characteristic) while also creating \u201chooks\u201d with our customers to convince them to stay put
      \n
    • As an example: I absolutely LOVE Spotify. It\u2019s a 10 on the NPS scale for me. But if a competitor came around at a lower price point, with the simple ability to transfer my playlists? Sorry Spotify, but I\u2019m out the door (even though my Wrapped suggests I\u2019m in the 99th percentile for time spent listening)<\/li>\n<\/ul><\/li>\n\n\n\n
    • Low(er) NPS combined with Low likelihood to switch:<\/strong> If you only look at the NPS score in this case, this business may look like a dud. However, when comparing NPS with switching behavior, the greater insight is that despite low satisfaction, switching is rare \u2013 suggesting a lack of viable alternatives, a very painful switching process, and\/or a very painful problem that the product is addressing (and therefore any gain is a valuable win)<\/li>\n\n\n\n
    • High(er) NPS combined with Low likelihood to switch: <\/strong>This begs the question: can you deposit a high NPS score at the bank? Not yet. Which begs a second question: is pricing where it should be? They\u2019ve earned a great reputation, it\u2019s less likely that customers are going anywhere (but be forewarned, segmentation and creating price point options are very likely needed before taking action), and its potentially time to understand if there is room to increase pricing<\/li>\n\n\n\n
    • Low(er) NPS combined with High likelihood to switch: <\/strong>Sometimes, discretion is the better part of valor. Unless there are concrete steps that can be taken rapidly to right the ship, these are businesses worth steering away from. The combination of a wave of switching plus a lackluster NPS suggest the business you\u2019re looking at may not be worth the risk<\/li>\n<\/ul>\n\n

      2. The Price-Value Follow-on:<\/strong> \u201cGiven your experience, with X, how reasonable do you think [XYZ] product or service\u2019s pricing is?\u201d As noted above: you can\u2019t deposit a high NPS at the bank. Measuring satisfaction with current pricing and comparing it to NPS can reveal businesses where price (and how much) increases might be most well received. Furthermore, assessing NPS and price satisfaction in a simple 2×2 can help illustrate next steps for a value generation plan post-acquisition:<\/p>\n\n

      \"Matrix<\/figure>\n\n

      I would love to have ongoing conversation about how to better put NPS to use, \u2013 given its popularity, so please share back any ideas, frustrations, or questions.<\/p>","protected":false},"excerpt":{"rendered":"

      L'un des indicateurs couramment utilis\u00e9s dans l'analyse de rentabilit\u00e9 commerciale, le NPS (Net Promoter Score), repose sur une question simple pos\u00e9e aux utilisateurs d'un bien ou d'un service\u00a0: \u201c\u00a0Sur\u2026<\/p>","protected":false},"author":[122],"featured_media":0,"template":"","meta":{"featured_image_background_position":"","promoted":false,"promoted-priority":0,"footnotes":""},"sector":[],"topic":[83,78,79,57,84],"audience":[],"insight-category":[142],"class_list":["post-679","insight","type-insight","status-publish","hentry","topic-customer-loyalty","topic-price","topic-price-sensitivity","topic-purchasing-decisions","topic-value-generation","insight-category-customers","author-eoghan-bees"],"yoast_head":"\n042: The Next Step Beyond NPS (Net Promoter Score) - GRAPH Strategy LLC<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mattersgraph.com\/fr\/insights\/the-next-step-beyond-nps-net-promoter-score\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"042: The Next Step Beyond NPS (Net Promoter Score) - 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