NPS Analysis That
Turns Customer Scores
Into Insight
Sapience examines how likely your customers are to recommend you, what drives their scores and how you compare with competitors. Our net promoter score research brings an independent survey, customer conversations and your own data into one picture. Across the UAE and GCC, the findings show who your promoters and detractors are, why they feel as they do and what to fix first.
Discuss Net Promoter Score ResearchMeasure Loyalty.
Then Understand What Drives It.
NPS research works best when the score is read alongside the reasons behind it. We start with the customer data you already hold, then survey customers independently and follow up to understand the answers.
Customer Data Review
Desk research reviews your customer records, past survey results, complaints and competitor information. This sets the baseline for NPS analysis before any customer is contacted.
NPS Survey
An NPS survey, online (CAWI), face-to-face (CAPI) or by telephone (CATI), asks customers how likely they are to recommend you on a 0 to 10 scale, then asks why. The same survey rates satisfaction and experience at key touchpoints, so the net promoter score (NPS) comes with its causes.
Customer Interviews & Focus Groups
In-depth interviews and group discussions with promoters, passives and detractors explain the reasons behind the scores. They are held in Arabic and English.
Benchmarking & Repeat Measurement
Your score is compared with competitors, sector norms where available, and your own earlier results. The survey can be repeated each quarter or year to show whether loyalty is improving.
What NPS Analysis
Can Tell You
Loyalty Levels
See how customers fall across promoters, passives and detractors, with results broken down by segment, nationality, location and channel.
Loyalty & Business Value
Connect recommendation with repeat purchase, spending and likelihood to leave, showing how customer loyalty relates to commercial outcomes.
Score Drivers
Identify the experiences, products, services and other factors that encourage customers to recommend your brand or leave them dissatisfied.
Satisfaction Insight
Customer satisfaction research measures how customers rate your product, price, service and delivery, alongside their willingness to recommend.
Experience Tracking
Evaluate key stages of the customer journey to pinpoint where expectations are met, missed or exceeded.
Competitor Comparison
NPS benchmarking puts your score in context by comparing it with competitors or relevant market benchmarks.
Progress Over Time
Repeat measurement tracks changes in loyalty and shows whether actions are improving customer sentiment over time.
The Findings Behind
Your Next Move
We bring together survey results, interviews and desk research to show where customer loyalty stands, what is influencing it and which actions deserve attention first.
NPS Scorecard
Overall and segment-level scores, with promoter, passive and detractor shares broken down by location, channel and customer group.
Driver Analysis
The factors having the strongest influence on loyalty, ranked by importance and supported by the evidence behind each finding.
NPS Benchmarking Report
Your score compared with competitors and previous results, where relevant, to show where you stand and how performance is changing.
Action Plan
Prioritised recommendations linked to the findings, with suggested actions and measures to track progress over time.
Real Customer Views.
Independent Measurement.
Customers are more likely to share an honest view when the research is conducted independently, and a consistent score gives leadership teams a stronger basis for comparison. Sapience combines desk research, surveys and interviews, with one team managing the study from research design and fieldwork through to analysis and reporting. Across the UAE, Saudi Arabia and wider GCC, we build samples around the nationalities, ages and languages relevant to each market and interpret the findings within the local customer context.
Would your customers recommend you?
Tell us about your business, your customers and the decision ahead, and we will recommend how to approach it.
Discuss Your NPS