NPS-Audit & Planner
A maturity assessment of your CX and NPS work compared to best practice
NPS Audit & Planner is a structured maturity assessment of how an organisation works with NPS, CX and customer-driven change – from strategy and methodology to systems, organisation and follow-up.
NPS Audit & Planner – take the pulse of your customer-driven work and maximise impact
Do you want to understand how your loyalty and change efforts are really performing – and what it takes to reach the next level? With NPS Audit & Planner, you don’t just get a sharp tool to methodically build a more effective, aligned and value-creating CX and NPS programme – you get an expert partner guiding you throughout the journey.
NPS Audit & Planner gives you a clear baseline, concrete insights and a smart action plan that helps strengthen customer focus and increase profitability.
We help you interpret the results and turn insights into real improvements that enhance customer focus, strengthen the business and drive growth.
Tools that support CX teams & leadership in NPS work
NPS Audit & Planner helps you to:
- Understand your current state: Assess your customer-driven loyalty work across 5 main areas and 60 sub-components – from systems and customer data to organisation and follow-up.
- Benchmark against best practice: See how you compare to successful NPS programmes and identify clear development areas.
- Create structure and momentum: The tool includes Action Planner – a practical action framework to prioritise, manage and follow up improvement initiatives.
- Visualise results: A clear results portal shows where you stand and provides ready-made views for leadership teams and CX teams.
Expert support throughout your NPS and CX transformation
NPS Audit & Planner combines a structured self-assessment tool with our expert guidance throughout the process. We:
- Guide you through the questions and ensure shared internal understanding.
- Help interpret the results, identify priority development areas and benchmark against best practice.
- Recommend concrete actions and next steps based on your strengths and gaps.
- Support you in creating action plans that drive real change – not just analysis.
Why it makes a difference
- You gain a shared framework to understand, prioritise and develop your loyalty work.
- The tool generates insights that support leadership decisions and give CX teams clear direction.
- By linking NPS to business data, you can see how customer experience impacts growth and profitability.
- Everything is based on evidence and best-practice ways of working that deliver real results.
The result? A customer-driven way of working that strengthens business value and drives sustainable growth.
A living way of working that provides direction and momentum
NPS Audit & Planner is designed for continuous use. After each review and follow-up of actions, you carry out a new assessment – for example after a quarter or six months – to measure progress over time.
This makes the service a natural part of your improvement efforts and a living tool for the continuous development of your CX and NPS programme.
What you gain
- A clear baseline view of your CX and NPS programme.
- Shared understanding across the organisation – cross-functional and well anchored.
- Insights and priorities that support leadership decision-making.
- An action tool to plan, follow up and drive change.
- Our expertise and advisory support throughout the process.
Is your NPS work ready for the next level? Talk to us
When is NPS Audit & Planner the right fit?
NPS Audit & Planner provides a fact-based baseline, clear priorities and a shared way of working to develop NPS and CX with real business impact.
- Organisations working with NPS but lacking structure and follow-up
- Businesses that want to benchmark their CX work against best practice
- Leadership teams looking to link customer experience to business results
- CX teams needing a shared framework and clear priorities
NPS Audit & Planner is part of NPS Next Level – together with Customer-Spirit Index – for companies that want to elevate their NPS work and drive customer focus with results.
Book a conversation about current state and next steps > Contact us
