Beyond the Number
We combine the NPS score with driver analysis, open-end coding, and segment benchmarking — so you know what to do with the number.
Research Solutions
NPS Research in Poland
Net Promoter Score: the simplest metric with the strongest link to revenue growth
The Simplest Metric, the Strongest Signal
“How likely are you to recommend us to a friend or colleague?” This single question, scored 0–10, has become the world’s most widely used loyalty metric. Promoters (9–10) drive growth through referrals and repeat purchase. Passives (7–8) are satisfied but vulnerable to competitive offers. Detractors (0–6) actively damage your brand through negative word-of-mouth. NPS = % Promoters – % Detractors. Simple. Powerful. Predictive.
Beyond the Score — Why and What Next
But the score alone is not enough. An NPS of +35 means nothing without context: Is that good for your industry? Is it improving or declining? And critically — *why* are detractors unhappy? What drives promoters to recommend? Fieldstat’s NPS programmes go beyond the number: we deploy follow-up open-ended questions, statistical driver analysis, and segment-level benchmarking to transform a metric into actionable intelligence.
Transactional vs. Relational NPS
Two NPS types. Transactional NPS (tNPS) measures loyalty after a specific interaction — a purchase, a service call, a delivery. It diagnoses process-level friction. Relational NPS (rNPS) measures overall brand loyalty independent of any specific interaction — typically deployed quarterly. The most effective NPS programmes run both types simultaneously.
Closed-Loop: From Measurement to Retention
Closed-loop follow-up. The highest-impact NPS programmes include a closed-loop process: when a detractor responds, an alert is triggered, and a service recovery contact happens within 24–48 hours. This turns a measurement programme into a retention tool. Fieldstat can design and implement both the measurement and the closed-loop workflow.
Industry Benchmarks for Context
Benchmarks that give context. We maintain NPS benchmark data for key Polish and European industries: retail, banking, telecom, healthcare, e-commerce, SaaS. Without benchmarks, your NPS score is just a number. With benchmarks, it’s competitive intelligence.
Market in Numbers
0–10
the single recommendation question
tNPS + rNPS
transactional + relational measurement
Closed-loop
detractor recovery within 24–48h
Benchmarked
industry-specific NPS context
Sources: Bain & Company (NPS creators), Fieldstat benchmarks
NPS Programme Types
| Type | When Measured | What It Reveals | Best For |
|---|---|---|---|
Transactional NPS (tNPS) |
After specific interaction |
Process satisfaction, touchpoint quality |
Service optimisation, operational CX |
Relational NPS (rNPS) |
Quarterly (independent of interaction) |
Overall brand loyalty, competitive position |
Strategic planning, brand health tracking |
Employee NPS (eNPS) |
Quarterly or annually |
Employee engagement and advocacy |
HR, internal culture assessment |
Competitive NPS |
Annually or ad hoc |
Your NPS vs. competitors’ |
Market positioning, strategic benchmarking |
Sample Research Questions
Jaki jest aktualny Net Promoter Score naszej marki?
What drives promoters to recommend our company?
What are the main reasons for criticism among detractors?
Jak nasz NPS wypada na tle benchmarku industrygo?
How does NPS change across different customer segments?
Why Fieldstat?
Industry Benchmarks
We maintain NPS benchmarks for key Polish industries. Your score has context — not just a number in isolation.
Closed-Loop Design
We design detractor recovery workflows: alerts, escalation rules, and service recovery protocols that turn detractors into promoters.
Continuous Programmes
We operate ongoing NPS measurement platforms with automated deployment, dashboards, and monthly/quarterly reporting.
Benefits
- The single metric most strongly linked to revenue growth
- Driver analysis reveals what creates promoters and detractors
- Transactional + relational NPS for complete loyalty picture
- Closed-loop detractor recovery programmes
- Industry-specific benchmarks for competitive context
- Segment-level analysis: which customer groups are at risk?
- Open-ended response coding identifies specific improvement areas
Applications
Brand loyalty measurement and tracking
Customer experience programme KPI
Service quality and operational CX monitoring
Competitive loyalty benchmarking
Employee engagement (eNPS) measurement
Product and feature satisfaction evaluation
Churn prediction and retention strategy input
Board-level customer health reporting
Implementation Process
1
Programme Design
We define NPS type (transactional/relational/both), measurement frequency, channels, and closed-loop workflow.
2
Survey Deployment
We deploy NPS surveys via email, CATI, in-app, or SMS — triggered by customer interactions or on a scheduled basis.
3
Score + Driver Analysis
We calculate NPS, code open-ended responses, and apply driver analysis to identify what creates promoters and detractors.
4
Closed-Loop (Optional)
Detractor alerts trigger service recovery contacts within 24–48 hours. We design the workflow and track recovery outcomes.
Frequently Asked Questions
What’s a good NPS score?
It depends on your industry. In retail, +40 is strong. In telecom, +10 can be competitive. Our benchmarks tell you where you stand vs. peers.
How much does NPS research cost?
One-time NPS study from PLN 8,000. Continuous NPS programmes from PLN 5,000/month. Competitive NPS benchmarking from PLN 15,000.
How often should we measure NPS?
Transactional NPS: continuously (triggered by interactions). Relational NPS: quarterly. Both together is the gold standard.
Can NPS predict churn?
Yes — detractors are significantly more likely to churn. Combined with driver analysis, NPS data enables proactive retention targeting.
What is NPS and how is it calculated?
Net Promoter Score measures customer loyalty by asking ‘How likely are you to recommend us?’ on a 0–10 scale. NPS = % Promoters (9–10) minus % Detractors (0–6).
What is a good NPS score?
It depends on the industry. In Poland, B2C companies average NPS 20–40. Scores above 50 are excellent. What matters most is your trend over time and position vs. competitors.
What is the difference between transactional and relational NPS?
Transactional NPS measures satisfaction after a specific interaction (purchase, support call). Relational NPS measures overall brand loyalty, typically quarterly.
Industry Sources & Standards
External sources and industry organizations related to this research method:
Related Sectors
This solution is most frequently applied in the following industries: