NPS® Outer Loop by Bain & Company

NPS® Outer Loop by Bain & Company, the creators of Net Promoter Score® and Net Promoter SystemSM, helps organizations identify opportunities with customer experience and provides a more effective way to measure, manage, and improve. It is jointly developed with Qualtrics and seamlessly integrated into Qualtrics XM to help empower your frontline employee handle opportunities outside of their control.

What You Get

NPS® Outer Loop by Bain & Company, the creators of Net Promoter Score® and Net Promoter SystemSM, helps organizations identify opportunities with customer experience and provides a more effective way to measure, manage, and improve. It is jointly developed with Qualtrics and seamlessly integrated into Qualtrics XM to help empower your frontline employee handle opportunities outside of their control.

Progress on customer experience at scale

Thousands of customers may experience the same concerns outside of the frontline’s control. Don’t get bogged down in solving each of these complaints individually. Use NPS® Outer Loop to help triage and link common concerns into one elevation, or action item, supported by an enterprise-grade database to help your CX team manage the workflow and track outcomes.

Single view of all your customer and employee experience initiatives

Equip your CX team with a single source of truth on all issues and opportunities. Enable them to route the opportunities to the right business owners with the know-how and resources to act. A single view also provides business owners a better way to prioritize and allocate resources.

Transparent, end-to-end

Allow selective access for your whole organization. Give your teams, from senior leaders down to the frontline, visibility into the changes they’re driving, and help empower them to act on behalf of the customer.