I stress the word “correlate” on purpose. The revenue doesn’t grow because NPS grows but because of everything you do to improve it.<\/p>\n
What exactly can you do?<\/p>\n
That’s what you will learn from the article. I will share 12 tried-and-tested strategies to improve user experience and drive customer loyalty.<\/p>\n
12 Strategies to optimize your net promoter score<\/h2>\n
Without further ado, let’s get to the 12 strategies to improve NPS.<\/p>\n
1. Increase response rates to your NPS survey<\/h3>\n
When I asked Ashley Cheng, the Growth and Product Marketer at Usersnap, about ways to improve the NPS score, she stressed the importance of increasing response rates<\/a>.<\/p>\n Let’s dive into it a bit deeper:<\/p>\n There’s no direct correlation between response rates and the NPS score. However, increasing the response rates will help you better understand your customers’ pain points<\/a> and needs. So, by acting on the insights, you will increase the NPS score in the long run.<\/p>\n Here’s how to do it:<\/p>\n There’s another way to improve your understanding of your users: gather additional insights through other surveys.<\/p>\n Here are three common survey types I recommend:<\/p>\n Negative feedback stings. But it’s also your best opportunity to find ways to improve the customer experience.<\/p>\n Invite your dissatisfied users<\/a> to a quick interview to drill into the issues that bother them.<\/p>\n The easiest way to do it? Create custom messages that you can send automatically to acknowledge customer feedback. In the message for detractors <\/a>(score 0-6), say how sorry you are that the product doesn’t meet their expectations and ask if they could help you by chatting about their pain points.<\/p>\n Unlike detractors, passives <\/a>(score 7-8) don’t have major issues with your product. When you ask them, they might not even know why they haven’t given you a higher score!<\/p>\n There’s a better way to understand their reasons than a survey: in-app behavior analysis<\/a>. Looking at how they interact with your product can clue you in about what works for them or what doesn’t.<\/p>\n That\u2019s how we found friction in Userpilot\u2019s report dashboard. Session recordings<\/a> revealed that instead of clicking on the \u201cAdd\u201d button, the users would click the report name.<\/p>\n Armed with the insights, our UX Researcher Lisa optimized the design by removing the button and adding links to the report names.<\/p>\n You can also improve your NPS score by analyzing the behaviors of your promoters. They are successful product users, and by looking at their behavior inside the product, you can find patterns that other users could replicate.<\/p>\n For example, a path analysis<\/a> could show you the most optimal route to activation and adoption. You can use the insights to create onboarding flows that guide the less satisfied users to success.<\/p>\n But wait \u2014 there’s more!<\/p>\n Promoters are your fans; they want your product to succeed because it helps them succeed, too. Use this to your advantage. Interview them to understand their main satisfaction drivers and discover how else you can add value<\/a> to the product.<\/p>\n When asked about the biggest mistakes that companies make, Meagan Glenn<\/a>, the Senior Program Manager at Lavender, said it was not acting on feedback.<\/p>\n It’s a problem for two reasons.<\/p>\n First, you show your users there’s no point in completing surveys because it makes no difference. And that you don\u2019t care. Second, you waste resources collecting and analyzing data<\/a>, and no positive change comes from it.<\/p>\n So don’t just pester your users with surveys for their own sake. Close the feedback loop!<\/a><\/p>\n Unolo<\/a>, one of our customers, reduced their churn rates by up to 1% by doing just that. They ran NPS surveys, tracked the results, and followed up with customers to understand their challenges. The insights informed changes that improved the user experience.<\/p>\n And do it quick! CustomerGauge<\/a> research shows that companies that close the feedback within 48 hours see the biggest boost in NPS scores.<\/p>\n Let’s face it: not all feedback is worth acting on. Product teams often find that implementing some customer suggestions doesn’t justify the level of effort it requires.<\/p>\n How do you decide? Use a prioritization framework<\/a>.<\/p>\n My favorite is the Value vs. Effort Matrix. It groups requests into four main buckets:<\/p>\n User onboarding<\/a> is the secret sauce of high NPS scores. By helping users discover features and learn how to use them, it allows them to achieve their goals.<\/p>\n How do you design onboarding experiences that hit the mark?<\/p>\n Onboarding is just a start. Customers need help to overcome friction throughout the customer journey.<\/p>\n And most of them, about 67%<\/a>, would rather not deal with a support agent when they find an issue.<\/p>\n So, give them the self-service resources they need to resolve their problems independently. Think of a resource center with guides, video tutorials<\/a>, product documentation, FAQ pages, an AI chatbot, or a community forum.<\/p>\n Of course, these resources won’t solve all problems, and sometimes, help from the customer service <\/a>team is essential. However, it will be easier for the agents to resolve complex issues if the user has already tried common solutions.<\/p>\n Running a single NPS survey<\/a> is like looking at a single frame out of a movie. It doesn’t give you much context.<\/p>\n To get a complete picture, you need to conduct them regularly. Only then can you understand if all the hard work of your teams makes sense.<\/p>\n How often is often enough? Research <\/a>suggests that companies that run surveys quarterly see the highest increase in retention rates.<\/p>\n So, set your NPS surveys to recur every 3 months.<\/p>\n I already showed you how to use product analytics to understand the factors leading to promoters’ success and pinpoint issues stopping passives from becoming promoters.<\/p>\n But what about those users who are too disengaged <\/a>to participate in surveys? Suffering subpar user experience in silence? Technically, they don’t lower your NPS score, but they won’t remain your customers for long.<\/p>\n Analytics can help you identify them, prevent their churn<\/a>, and convert them into promoters in the long run.<\/p>\n First, conduct funnel analysis<\/a> to find the users that drop off. In Userpilot<\/a>, you do it by clicking on the chart bar. Once you have the user list, engage them individually or segment them and analyze their behavior for broader patterns.<\/p>\n Monitoring what your competitors do well and where their products are lacking can help you identify customer expectations and exceed them.<\/p>\n Imagine that your competitor launches a new feature, and their customers can\u2019t stop raving about it on their socials or in reviews<\/a>. That\u2019s a sign you need this feature.<\/p>\n And if the feedback is negative? Consider if it applies to you. If it does, act on it to fill any user experience gaps.<\/p>\n There’s no easy answer to this question. It depends.<\/p>\n\n
![\"Ashley](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/ashley-cheng-quote-1-improve-nps_a06acf8a501d3833c50715f672b49b3b_800.webp)
<\/picture>2. Pair NPS with other surveys for a holistic view<\/h3>\n
\n
![\"improve](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/ces-survey-in-userpilot-improve-nps_1f25d37e052e41a003906ee7fa99a0fd_800.webp)
<\/picture>\n
![\"improve](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/product-satisfaction-survey-improve-nps_154f8ead77877725667cd640e87e12c5_800.webp)
<\/picture>\n
![\"PMF](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/pmf-survey-in-userpilot-improve-nps_48afd6b846516ec379e73255d43fae21_800.webp)
<\/picture>3. Interview detractors to understand their pain points<\/h3>\n
![](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/interview-modal_a355da65daa29e04b92bbc302c9b1146_800.jpg)
<\/picture>4. Convert passives into promoters<\/h3>\n
![\"Report](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/image_569f65c26f478eae26d8d7ab4809ebb1_800.png)
<\/picture>![\"Report](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/image_d70add6db73bac601ff305224ea5a191_800.png)
<\/picture>5. Leverage the insights from promoters<\/h3>\n
![\"Path](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/path-analysis-of-promoters-improve-nps_536c18f6667ca8567f034cf2d6747ae5_800.webp)
<\/picture>6. Create an effective NPS feedback loop<\/h3>\n
![\"Unolo](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/unolo-nps-dashboard-improve-nps_dad8b302c5e41338f6cfef74320b9719_800.webp)
<\/picture>7. Prioritize the feedback with the highest impact<\/h3>\n
\n
![\"Value](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/the-value-vs-effort-framework-1_ecfd69cd4c998b70775be068cc9a1967_800.png)
<\/picture>8. Onboard customers to familiarize them with the product’s functionality<\/h3>\n
\n
![\"An](\"https:\/\/images.storychief.com\/account_6827\/kommunicate-contextual-ui-tooltip-improve-nps_0f0f30cda62275679db10560422b0342_800.jpg)
<\/picture>9. Provide self-service support to combat user friction<\/h3>\n
![\"Userpilot](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/resurce-center-improve-nps_9c3d40f1bc085b14972b777aa8810cee_800.webp)
<\/picture>10. Conduct NPS surveys frequently to monitor trends in scores<\/h3>\n
![\"Survey](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/automating-nps-surveys-in-userpilot-improve-nps_61076fce2cf7991aa919392e572f52a7_800.webp)
<\/picture>11. Use product analytics to identify at-risk customers<\/h3>\n
![\"Funnel](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/identifying-dropped-off-users-improve-nps_c5a27574342841fe683be704ff38ce86.gif)
<\/picture>12. Monitor competitors to learn how to exceed customer expectations<\/h3>\n
What is a good NPS score improvement?<\/h2>\n
![\"Average](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/nps-benchmarks-userpilot-improve-nps_08eca37efde7d456ddb8cad295d09b75_800.webp)
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