Run an AI-powered
Net Promoter System
Our AI-native NPS is designed for everyone. No PhD in Data Analytics? No problem! Whether you’re a frontline hero or the CEO, our NPS platform feels like it was tailor-made just for you. With our platform, everyone’s equipped, involved, and primed to innovate.
Win customer loyalty by improving each experience
Bring customer-centric culture to life in your organisation
“Resonate allows us to learn, adapt and best serve our customer in a changing retail environment.“
Madeline Harris
National Customer &
Communications Manager
Rebel Sport
“Resonate has been helpful to gain family and staff feedback.”
Brooke Doherty
Childcare Centre Director
Thrive Early Learning Centre
“A key enabler for my business!”
Samuel Krishnamoorthy
Head B2B – Country Head
brillen.de
“Highly recommend Resonate for their CX knowledge and expertise.”
Beck Davis
Customer Experience Lead
Bluescope
“Resonate allows us to see the drivers that customers are happy and unhappy with.”
Jennifer Karcz
Store Manager
Super Cheap Auto
“Powerful platform for providing valuable real time insight on customer satisfaction levels.“
Samar Ahsan
Manager
St. Johns Ambulance
“Seamless integration, collaboration and support.“
Rajender Singh
IT Application Support Officer
Latrobe Community Health Service
New to NPS? Check out our introductory guide.
Understand your customer’s experience like the best do
Enable a strategic NPS loop to make truly ROI-based improvements
Automated Omni Channel Surveys
Automated, omni-channel surveys: that gather real-time relationship and episodic feedback across touchpoints, channels, and devices
Increased Response Rates
Stay relevant and collect smarter survey reactions through contextual questions designed by a powerful AI system
Leverage AI to empower frontliners and scale operational excellence
AI streamlines the inner and outer loop, enabling actions and pushes feedback to the frontline in real-time. Empower your frontline with the ability to understand the customer experience (CX).
Role-specific dashboards
For empowering frontliners and compelling them into action
Automated
workflows
Powering service learning and recovery at scale
Verbatim
Themes
Use our AI-driven analysis and identify key areas of performance and improvement
Improve and scale without limits
Enable a strategic NPS loop to make truly ROI based improvements
Text and Sentiment Analysis
Transform unstructured customer feedback and verbatim into structured sentiment and intent analysis
Root Cause Analysis
Let our advanced AI-driven platform do the heavy lifting and analyse the data for you
NPS with Context
Bring operational and NPS data together to understand past and present context to build and implement strategy for change
Bring customer sentiment to life throughout your organisation
Improve Customer Empathy
Build and strengthen the organisational customer centric culture by bringing customer empathy to both the frontline and back-office teams
Create brand ambassadors
Empower frontliners and make them proud of being organisational brand ambassadors
See how leading brands are driving market share using NPS
…and many more.
Case Studies
How Tops Day Nurseries Increased Customer Advocacy to Drive Business Outcomes
Discover how Tops Day Nurseries increased their NPS and Employee NPS scores through the closed-loop feedback process.
“I cannot imagine how we could replace this system and the insights it provides now that it’s embedded into our day-to-day management.”
Sam King
Chief Executive Officer, Tops Day Nurseries
RESONATE ECHO APP
Stay connected to your customers wherever you go
FAQs
The Net Promoter Score (NPS) is a metric used to gauge customer loyalty by asking one critical question: “How likely are you to recommend our product or service to others?” Customers respond on a scale from 0 to 10, after which businesses categorise them as Promoters, Passives, or Detractors. This score provides a straightforward yet powerful way to measure how customers feel about a brand, product, or service.
NPS is important because it directly correlates with customer satisfaction and long-term business growth. A higher NPS means that more customers are likely to recommend the business, which, in turn, leads to greater customer retention and word-of-mouth referrals. Performing regular NPS data analysis with a net promoter system over time can help businesses make more informed decisions to improve the overall customer experience. These more strategic, data-driven choices will in turn drive both loyalty and profitability over the long term.
An AI-powered net promoter system empowers organisations to do more with their net promoter scores by automating analysis and insight generation. AI quickly processes feedback, identifies patterns, and offers insights that allow businesses to take faster, more effective actions to meet customer expectations.
Resonate CX’s NPS management platform provides dashboards and analytics that help businesses make full use of these benefits, allowing them to track and respond to customer feedback instantly. It offers comprehensive tools to manage promoters, passives, and detractors so that organisations can take more targeted actions to boost customer satisfaction and encourage long-term loyalty.
NPS is determined by asking customers how likely they are to recommend a product or service on a scale from 0 to 10. Respondents fall under one of three categories: Detractors (0-6), Passives (7-8), and Promoters (9-10). To calculate the NPS score, subtract the percentage of Detractors from the percentage of Promoters.
For example, if 60% of customers are Promoters, 25% are Passives, and 15% are Detractors, the NPS would be 60% – 15%, resulting in a score of +45. This score reflects the overall customer loyalty level.
AI improves NPS analysis by processing large volumes of structured and unstructured feedback quickly and accurately. It can detect trends, uncover root causes of customer dissatisfaction, opportunity areas, and provide predictive insights. Businesses can leverage an AI-powered net promoter system to address problems before they escalate and create more targeted strategies and hence help prioritise investments to improve the product, service or policy.
The Inner Loop in customer experience refers to a process where frontline employees or teams address and resolve customer issues directly and quickly. It’s a closed feedback loop that focuses on immediate, actionable insights from customer feedback to enhance satisfaction in real-time.
In an Inner Loop, feedback is collected, analysed, and then routed to the relevant teams who can act promptly. This often includes addressing specific complaints, improving a service interaction, or making minor adjustments based on direct customer input. The goal is to make fast, meaningful improvements that enhance the customer experience on an ongoing basis.
The Inner Loop complements the Outer Loop, which addresses broader, systemic issues requiring longer-term changes or strategic adjustments across the organisation.
The Outer Loop in customer experience is a structured process for addressing larger, recurring issues or opportunities identified from customer feedback that require long-term, cross-functional solutions. Unlike the Inner Loop, which focuses on resolving individual customer issues quickly, the Outer Loop tackles systemic improvements that impact broader customer segments and often involve multiple departments or organisational changes.
In the Outer Loop, feedback is aggregated, analysed for patterns, and reviewed by leadership or relevant teams to identify areas for strategic improvement. These might include product enhancements, policy adjustments, or process changes aimed at preventing recurring issues and improving the overall customer experience. The Outer Loop helps create lasting, impactful changes that align the organisation with evolving customer needs and expectations.
A good NPS varies by industry, but a score between 30 and 70 is generally considered positive. For instance, sectors like retail or hospitality often see higher NPS due to frequent customer interactions, where a score of 50 or above is excellent. In industries with less frequent touchpoints, such as utilities or healthcare, even an NPS of 30 can indicate strong customer loyalty. The benchmark can differ significantly depending on the nature of customer relationships, so it’s most helpful for businesses to compare their score against industry standards.
With its NPS management platform, Resonate CX helps businesses boost their NPS scores by offering, AI-powered insights that can easily pinpoint both strengths and areas for improvement. The system supports both the inner loop and the outer loop. The platform’s dashboards update in real-time, which allow businesses to monitor NPS performance, take proactive steps to close the Inner Loop and get strong insights for the Outer Loop.
Are you new to NPS?
Are you new to NPS, or would like to know more about how NPS programs can help you increase your competitive advantage, meet your business goals and grow revenue? Let’s talk!
Related Resources
Reports and Whitepapers
Integrating NPS with Data Strategy
Discover how integrating NPS into data strategies can optimize marketing, enhance customer insights, and drive business growth.
Videos
Improving Customer Relationships with NPS Strategies Featuring Ausfine Foods
Explore Ausfine Foods’ CX journey, overcoming survey fatigue with NPS strategies for better customer engagement in this success interview.
Blog
Different Types Of NPS – Why And When To Use Them
All of us have, at some point, received a text or email survey from our favorite service provider asking “How likely are you to to recommend us to a friend or colleague?”.
