Net Promoter Score Case Studies

Real-world examples of NPS® and customer-feedback programmes in action.

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  Adam Ramshaw · Case Studies

  [Case Study] A CFO’s Perspective: The correlation between NPS and Growth

  CFOs ask for the empirical link between NPS and growth, and most CX teams reach for the Reichheld papers. Wolters Kluwer Asia Pacific's CFO ran the numbers on their own data - and found the correlation between NPS, retention rate and revenue inside a long-tail subscription business. Here are the lessons from how they did it, the video, and the full transcript.

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  Adam Ramshaw · Case Studies

  [Case Study] Turning NPS Into Business Improvement Initiatives at Manheim

  110 business improvement projects in 18 months, 67 implemented, 43 in progress, out of an NPS program. That's what Manheim's Marketing Director walks through in this one-hour webinar: how they got buy-in, structured the responding KPIs, and turned feedback into projects without burying the operations team.

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  Adam Ramshaw · Case Studies

  [Case Study] Iron Mountain Doubles NPSⓇ Survey Response Rates

  Two small changes to Iron Mountain's NPS survey invite doubled their response rate, change the "from" name to a real person, and embed the first question in the invite itself. That's it. Here's the full case study, why each change worked, and the knock-on effect on internal engagement when the data became hard to argue with.

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  Adam Ramshaw · Case Studies

  [Case Study] NPS® is much more sensitive than Customer Satisfaction

  Customer satisfaction surveys often show stable scores while churn quietly climbs, and most teams can't explain the gap. nib health funds' data, analysed properly, shows NPS is roughly three times more sensitive at predicting churn than CSAT, and Detractors are 1.5 times more likely to leave than Promoters. Here's the analysis.

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  Adam Ramshaw · Case Studies

  [Case Study] Carlson Restaurants Share Four Big Insights on Net Promoter

  Carlson Restaurants runs about 900 outlets including TGI Fridays, a saturated industry where loyalty is genuinely hard. Their CFO-level NPS lead sat down to walk through four hard-won insights from the rollout: the threshold below which the score doesn't matter, why consistency beats spikes, the grand unified theory, and the case for driving behaviour not the number.

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  Adam Ramshaw · Case Studies

  [Case Study] How Zip Water UK Lifted NPS from +2 to +73

  Zip Water UK lifted NPS from +2 to +73 in three years, without making NPS a KPI or linking it to bonuses. They drove the change through CX culture and relentless root-cause analysis instead. Here's exactly what their CX lead and managing director did, in reproducible steps, with the trend chart to back it up.