Case Study: Temkin Group achieves NPS-driven customer loyalty insights with Delighted

Temkin Group Research on Customer Loyalty and NPS

Temkin Group’s 2016 research examined Net Promoter Score (NPS) and customer loyalty across 291 companies in 20 industries, highlighting that NPS is a strong predictor of long-term value but that many organizations struggle to turn the score into action. To bridge that gap, Delighted offers NPS feedback tools designed to give teams company-wide access to customer insights and support the processes needed to address feedback and close the loop with customers.

Delighted’s platform captures real-time NPS feedback and makes it easy to distribute insights, assign follow-ups, and report outcomes so companies can act on Temkin Group’s findings. By operationalizing NPS with Delighted, businesses can focus on promoters—who Temkin found are likely to recommend a brand to 3.5 people, are 5× more likely to repurchase, 7× more likely to forgive mistakes, and 9× more likely to try new offers—turning survey results into measurable improvements in loyalty and revenue.

Temkin Group