Improving NPS through user insights: a quick-start guide

Your Net Promoter Score (NPS) tells you what customers think. But do you know why?

Understanding the reasons behind customer sentiment is the key to improving loyalty, reducing churn, and delivering experiences that delight.

This report reveals how leading companies use real human insights to move beyond the number—bridging the gap between NPS results and actionable improvements. Learn how to integrate customer feedback into every stage of your development process, from discovery to launch and beyond, so you can continuously refine and elevate your customer experience.

Inside, you’ll learn how to:

• Identify the “why” behind customer satisfaction and frustration
• Link user insights to measurable business outcomes and NPS improvement
• Validate new concepts and experiences before they launch
• Benchmark NPS trends over time to spot opportunities for growth
• Build empathy across teams and make better, data-driven decisions

See how brands like Sage, Wells Fargo, and American Airlines are using UserTesting’s Human Insight Platform and QXscore™ to uncover friction, refine customer journeys, and deliver experiences that drive loyalty—and higher NPS.

Customer insight isn’t just a metric—it’s a movement.

Get the guide and learn how to turn human understanding into measurable customer advocacy.