NPS software: measure customer loyalty in Arabic and English, and act on every detractor

The Net Promoter Score is a customer loyalty measurement built on one question, which any form can send. What software adds is the work around it: sending the NPS survey at the right moment and channel, scoring and splitting the answers, reading the comments, and turning a low score into a follow-up with an owner and a date. Without that, NPS is a number on a monthly slide.

NPS asks about loyalty; satisfaction (CSAT) asks whether one moment went well. Most programmes need both, as the page on customer satisfaction measurement explains.

Relatedcustomer satisfaction measurement

As QuestionPro's NPS page describes it, respondents who choose 9 or 10 are promoters, 7 or 8 passives, and 0 to 6 detractors. The Net Promoter Score is the percentage of promoters minus the percentage of detractors, from -100 to 100; passives count only in the total.

An illustrative example with made-up numbers: out of every 100 customers who answer after a branch visit, 45 choose 9 or 10, 30 choose 7 or 8 and 25 choose 0 to 6. The score is 45 minus 25: 20. If 10 of those detractors become passives next quarter, it rises to 30 with no new promoter, which is why following up detractors moves the number.

Show the number of responses beside every score, since a branch score from 15 answers swings widely, and never average relational and transactional scores together.

Write the Arabic question for a Saudi customer from the start rather than translating word for word, and keep the wording fixed every cycle so scores stay comparable. Label both ends of the scale in words and keep its direction consistent with the right-to-left Arabic layout, so the customer is not guessing which end is good.

Closing the loop means a detractor hears back from a person, not another survey. QuestionPro's NPS page lists closed-loop feedback: following up to resolve issues and thanking promoters. On QuestionPro CX, Smart Loop workflows connect a low score to a follow-up automatically, with the customer's comment, so the person responsible knows what went wrong before calling.

• Decide the owner before launch: the branch manager for a branch visit, the support supervisor for a call, the account manager for a corporate client.
• Agree a response time: yours to choose, but written down and visible.
• Record the outcome: resolved, explained or not reached, so recurring causes show.
• Thank promoters: a short message, and where it suits, an invitation to review or refer.

• Branch networks: banks, retailers and service centres comparing transactional NPS by city and branch.
• Contact centres: NPS after a resolved case, by team and channel.
• Contracts: relational NPS before renewal, detractors passed to account managers in time.
• Digital channels: NPS in the app or website after a completed order.
• Clinics and public services: a short survey at a kiosk or by SMS after a visit.

Relatedcustomer experience platformcustomer satisfaction survey

We start with the moments and segments to measure, write the NPS survey in Arabic and English, test it on phones, and set the channels and sending hours. We connect QuestionPro CX to your CRM, support desk and messaging, so a transactional survey goes out after the interaction and a detractor's case lands where your team works; that is our system integration work. We configure the follow-up workflows and dashboards and run the first reading sessions with managers.

Relatedsystem integrationSaudi Data and Artificial Intelligence Authority (SDAIA)

Each programme is quoted by scope: platform licensing is QuestionPro's and shown separately, and Interkey's work is a written scope beside it; we do not publish prices here. Cost and timeline depend on the number of surveys, channels, branches and segments, the connected systems and the follow-up workflows; integration usually takes longest.