Top 5 Alternatives to Net Promoter Score for Improved CX

BY QDegreesPUBLISHED
Mar. 11, 2025

NPS is an essential metric that helps businesses measure, and eventually enhance customer experience (CX) with their brand. Simply put, this enables them to understand customers' needs better, Personalise interactions, and increase profitability.

But what if there are alternatives to the net promoter score that go beyond the usual methods?

Here, you will discover five NPS alternatives and why they are necessary. Let’s first understand an overview of NPS.

What is NPS?

NPS, known as Net Promoter Score, is a standard customer satisfaction and loyalty measure that helps companies retain their customers.

Different companies use this method solely to obtain information from their customers. This method gives you a valid idea of how the customer feels about your product or service. Meeting the expected needs and paying attention to detail increases your customers' loyalty, and they are likely to recommend your product or services to others, which increases your profitability.

Net promoter score is used to improve customer service, delivery, and support, identify customers about to leave your brand for a competitor, spot customers who are brand recommenders, benchmark against competitors and refine customer journey mapping.

Through a simple questionnaire survey, you will learn what your customers think about you and how likely they will reuse your products or services or remain loyal to your product or service. Knowing precisely how your customers feel about your services or products is easier with a simple survey form.

Now, let’s move on to the five alternatives of NPS that can help you measure your customer satisfaction.

The Top 5 Alternatives to Net Promoter Score

Here is the list of the top five measures, alternatives to net promoter score used to help understand your customer better.

Customer Satisfaction Score (CSAT)

This method is focused on the customer, measuring overall satisfaction with a single question or experience. This question-based format allows customers to express their feelings about your products or services freely.

If out of 100 customers, over 85 responded, and customers give positive feedback. It means your services fall under a 4 or 5/5 scale point. Then, count the responses received, divide the satisfied numbers by the total number and multiply by 100. The percentage tells how satisfied your customers are, giving you an insight into what must be improved.

Customer Effort Score (CES)

No customer wants to go through a complicated company website. If your website seems cluttered, confusing, and lacks navigation, your customer cannot understand how to purchase your product or use your service. This will make them seek another company website that is easy and understandable.

This metric is used to interact between the company and the customer, asking them how easy it was to interact with your website and the effort required to resolve their issue.

The customer effort score is used to ease the buying process and help identify areas for improvement. Customers want an easy procedure and won't visit websites they cannot understand. When no or more effort is used, the customer is happy and always wants to return. CES is calculated as the total sum of responses / total number of responses.

Customer Churn Rate

Companies do not like to hear about customer churn. It occurs when specific customers decide not to use your products or services again. This reduces the company's sales and profit, but knowing why customer Churn is important.

Customer churn rate helps track the percentage of customers who stop doing business with a company within a specific timeframe. This information enables you to understand which customers leave and why.

Customer Retention Rate

This customer retention tells companies where areas for improvement are, if the customers are satisfied enough to continue using their product or service.

This measures the percentage of customers who decide to continue using your services or products with your company over a period. This could be because the company has met the customer's needs regarding specific issues; these customers are loyal to your company.

Customer Health Score (CHS)

This alternative to the net promoter score measures a customer's risk of churning, giving you a detailed reason why your customer is unsatisfied with your product or services. Using a customer health score is an interaction medium to check if everything is going well with your customers, especially after they get help regarding an issue or when renewing their services.

This metric allows you to assess the health of your relationship with your customers throughout their journey. It is essential for the general well-being of your company and can be used in any other industry. This reduces the possibility of customer churn and increases sales within the company.

Voice of Customer (VOC)

This net promoter alternative is used to gather qualitative feedback from customers about their experiences and opinions about certain specifics through various channels.

Qdegrees: The All-In-One Alternative

Every company needs to build a long-lasting relationship with its customers through conversation. QDegrees provides all these tools your company needs to better understand your customers and improve their satisfaction. Every happy customer is loyal, and can increase your company's growth in many ways. So don't let your competitors reign over you, and let us help you scale higher with our survey tools.

Conclusion

You know where exactly your company is finding it difficult, so opting for a suitable method from the alternative to net promoter score would be able to solve your company's problem.

It is time to use any of these methods to dive deeper into your customer's mind. Because by improving customer satisfaction is a way to keep growing your business.