Published on August 8, 2025
The changes that turned satisfied customers into passionate promoters.
Net Promoter Score (NPS) isn’t just a vanity metric. It’s one of the clearest signals of:
Six months ago, our NPS sat at 42 — decent, but not exceptional. Today, it’s 78. That’s a leap from “good” to “world‑class” in SaaS benchmarks.
Here’s how we did it.
When we sent NPS surveys, we didn’t just file the results away. We:
Impact: Customers saw their feedback lead to visible changes — fast.
Our data showed a direct link between slow onboarding and low NPS. We overhauled the Trusted AI Agent Builder onboarding flow to:
Impact: Merchants now hit their first “aha moment” within hours, not days.
Customers feel more loyal when they see the value they’re getting. We launched Weekly Impact Reports that summarise:
Impact: Customers now get a constant reminder of why they should keep using — and recommending — us.
We deployed our own internal Customer Retention Agent to:
Impact: 38% of at‑risk customers re‑engaged within two weeks.
We started sharing merchant success stories on LinkedIn, in newsletters, and at e‑commerce events. Promoters love the spotlight, and passives often got inspired seeing how others used the platform.
Impact: Word‑of‑mouth referrals increased, adding to our promoter base
In just six months:
Expansion Revenue: +31% from promoter accounts
Customer celebration fuels advocacy
A high NPS doesn’t happen by accident — it’s the product of consistent, customer‑focused execution. For Vortex IQ, raising NPS wasn’t just about “making customers happy” — it was about building a base of promoters who stick around and bring others with them.
And that’s exactly how we’ve turned loyalty into a growth engine.
The future of e-commerce optimisation—and beyond—is bright with Vortex IQ. As we continue to develop our Agentic Framework and expand into new sectors, we’re excited to bring the power of AI-powered insights and automation to businesses around the world. Join us on this journey as we build a future where data not only informs decisions but drives them, making businesses smarter, more efficient, and ready for whatever comes next.