Do you know what your company's NPS is?
In an ever changing industry, and a world where reputation travels faster than ever, understanding how your customers feel about you isn’t just nice to have - it’s essential! One of the simplest and most powerful ways to measure that is through your Net Promoter Score (NPS).
NPS, or Net Promoter Score, works by asking customers a single question:
"On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?"
Responses are then categorized into three groups:
- Promoters (9-10)
- Passives (7-8)
- Detractors (0-6)
The total score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a number between -100 and 100.
A strong NPS doesn’t just show satisfaction, it predicts loyalty and growth. Promoters stay longer, spend more, and tell others about you❤️. That’s why, at Juice, we’ve made it easy for our clients to track 📈and celebrate 🥇 their NPS results.
Our clients can use our many surveys to get feedback and to activate NPS tracking with Juice, and use ID230 to share your scores on your own website. We encourage clients to share their results because great service deserves recognition! If you have a minimum of 60 survey responses, you are also eligible to be considered for a Juice NPS Award🏆which we announce in January every year. Make sure you're subscribed to ID102 to share your awards status on the Juice site, your site or your signature block.
Check out the results of the 2024 NPS Awards on our January 2025 blog.
How is everyone doing so far in 2025?
As the year is coming to an end, we are excited to check on our top NPS clients!
With only 2 months to go, 4 clients are on their way to achieving the ultimate score of 100 to achieve our "Perfect Score" award. That means every single one of their respondents gave a score of 9 or 10. We have years where no-one succeeds in this, so it’s an incredible accomplishment that reflects exceptional service, consistency, and care. Well done to:
Lineage - NC
Cyan Sky Copier Technologies
Kingsport Imaging Systems
MSA, Inc.
We love celebrating success like this!
Check out our blog in January to see our 2025 Awards!
439 Juice clients have taken part this year. So far, with an average overall NPS of 88 over ~220,000 responses, we're proud of all of our clients!
To put the figures into perspective, an NPS score above 0 is considered good (below 0 means you have a higher percentage of detractors than promoters), above 50 is excellent, and above 70 is considered world-class. In 2025, the average NPS for B2B industries range from 37 to 69, while B2C companies can expect to fall anywhere between 16 to 80. Survey Monkey states that the global benchmark for all companies is now around 32.
We also post our own NPS on our website, which automatically updates each month so you can see what our clients think about us. We're currently sat at 91.1 while I'm writing this post. We have a process to push your score to your site. Thank you to everyone who takes part!
What To Do With Your Score
As valuable as NPS is, the future isn’t just about higher scores, it’s about deeper understanding. More and more organisations are moving from simply tracking results to exploring the reasons behind them.
With advances in feedback technology and real-time analytics, it’s now possible to listen to customers continuously, not just at survey time. As we embrace smarter tools, one thing remains constant: loyalty is built on genuine connection.
The businesses that thrive won’t just measure satisfaction, they’ll act on it. Here are a few ways companies can dig deeper:
-
Read the comments carefully.
What are promoters praising, and what frustrates detractors? -
Segment your results.
Break scores down by customer type, service area, or stage in the customer journey. This helps you see where you’re delighting people and where friction still exists. -
Follow up with respondents.
Reach out to detractors to understand what went wrong, and thank promoters for their loyalty. This simple step builds trust and often turns feedback into stronger relationships. -
Close the loop internally.
Share the results with your teams - celebrate the positives and use the negatives as opportunities for improvement. -
Track trends over time.
A single score is a snapshot; ongoing tracking shows the full story. Look for patterns! Are initiatives improving satisfaction? Is loyalty growing year-on-year? -
Benchmark your progress.
Compare your results against industry standards or similar-sized businesses. This helps you understand your position in the market and set realistic goals.
If you haven’t yet activated NPS tracking, now is the perfect time before the new year begins.
Find out where you stand, celebrate your promoters, and use their feedback to grow stronger.
Great service deserves to be seen and shared!
