NPS & NKI

In short, the three metrics measure different things. NPS (Net Promoter Score) measures customer loyalty and willingness to recommend on a scale of 0–10, and predicts growth and customer churn in real time. NKI (Customer Satisfaction Index) measures customer satisfaction with a specific delivery or product on a scale of 1–10 that is converted into an index of 0–100, and gives in-depth insights into exact areas for development. eNPS (Employee NPS) measures employee loyalty and internal wellbeing on a scale of 0–10, and works as a quick temperature check on workplace health.

The difference lies in time perspective and depth. NKI is backward-looking and measures how satisfied the customer is with a specific experience, product or support case right now. NPS is forward-looking and measures long-term loyalty – whether the customer is prepared to put their own reputation on the line by recommending you. In Entergate's platform you can easily combine both to get both the whole picture and the details.

You always ask the standard question: How likely is it that you would recommend [the company or the product] to a friend or colleague? The customer answers on a scale from 0 (not at all likely) to 10 (extremely likely).

Your responses are divided into three groups: Detractors (0–6), Passives (7–8) and Promoters (9–10). The NPS score is the percentage of promoters minus the percentage of detractors, and the result lands between -100 and +100. When you use Entergate you do not need to calculate it yourself – our dashboards update automatically in real time as soon as a response comes in.

A traditional NKI measurement according to Swedish standard is based on an average of three specific questions: how satisfied the customer is with the company as a whole, how well the company meets the customer's expectations, and how close the company comes to an ideal company in the industry. In Entergate you will find ready-made templates for NKI so that you can get started quickly according to the applicable standard.

Anything above 0 means you have more promoters than detractors. In general, 0–30 is considered good, above 30 is very good and above 50 is world class. The most important thing, however, is to look at your own trend over time and how you compare with others in your industry.

NKI is presented as an index between 0 and 100. According to established models the result is interpreted as follows: below 55 is considered not satisfactory with a risk of customer churn, 55–74 as satisfactory to satisfied, and 75 or higher as very satisfied and an exceptionally strong result.

Keep it as short as possible to maximise the response rate. An optimal NPS survey only needs two steps: the rating question and a free-text question (What is the main reason for your score?). With Entergate's smart logic you can ask different follow-up questions depending on whether the customer is a satisfied promoter or a detractor.

A transactional measurement is sent out automatically immediately after a specific event, for example via an API connection from your CRM when a support case is closed. A relational measurement is sent regularly, for example once or twice a year, to the entire customer database to measure the overall relationship. Entergate's platform handles both types of mailing seamlessly.

Yes. AI can analyse and summarise results from NPS, NKI and other customer surveys, and identify trends, recurring themes and possible improvement areas. AI is particularly effective for analysing large volumes of free-text responses – by grouping similar comments and highlighting the most common insights, open responses become much more manageable and easier to act on. In esMaker you get AI support to analyse free text, receive suggested actions and create summaries, so that it becomes easier to understand what lies behind the results and more quickly find the actions that deliver the greatest effect.

eNPS stands for Employee Net Promoter Score and measures your employees' loyalty in the same way that ordinary NPS measures customers. Because Entergate is a complete platform for both Customer Experience (CX) and Employee Experience (EX), you can gather both your customer and employee surveys in the same system, to see how internal wellbeing is connected to external customer scores.

That they collect data but do not act on it. The real effect comes when you close the loop with dissatisfied customers. In Entergate you can set up automatic alerts: if a customer gives a low NPS or NKI score, an email goes straight to the person responsible, who can call the customer within 24 hours and save the relationship.

Yes, customer surveys can be automated so that the right survey is sent at the right time. That can happen, for example, after a purchase, a completed matter, a delivery, a visit or a contact with customer service. Entergate tailors integrations to your requirements, and with integrations and API connections customer feedback can be collected continuously without manual handling – the results are then updated in dashboards and reports in real time.

We do not just give you the figures – we give you the tools to understand them and act on them. With smart automations, secure integrations where all data is stored safely in Sweden, and user-friendly dashboards, we make customer loyalty a natural part of your everyday work.