How to improve your
NPS through clear communication

Misunderstandings can be costly

Imagine losing a customer over a single poorly worded sentence. Not due to the price, product, or availability, but because of bad communication. Misunderstandings can arise. The feeling of being ignored creeps in. And soon, your customer moves on to a competitor that communicates better.

In a world where every click and word matters, clear and effective communication is an important competitive edge. It’s the tool that makes the customer journey feel seamless for you and your clients. When communication works the right way, everything else follows along easily. Sales flow smoothly, customer service becomes proactive, and your NPS results skyrockets.

As an example, a customer receives a short, generic e-mail after contacting support: “We’ll get back to you soon.” Three days pass without a response. The customer feels uncertainty, wondering when they’ll hear back from you.

The result? They score a 4 on the NPS survey and leave a stinging comment: “No follow-up. I feel ignored.”

Small oversights like this doesn’t just affect isolated interactions, they’ll reflect in your overall NPS results. That’s why good, clear communication isn’t just a tool, but one of the key ingredients for creating stronger customer loyalty.

Why communication is critical to your NPS

What’s the first thing a customer remembers? Your product or the way you made them feel? The answer is often the feeling you left them with, not the product! That feeling is shaped by your communication: how you responded, how clearly you communicated, how well you listened. It’s where you either build up the customer experience or destroy it.

The customer experience is the sum of every interaction a customer has with your business, and any communication gap risks undermining the overall impression. An e-mail with no follow-up. A sales call where the customers’ needs were ignored. An unanswered support ticket. In cases like these, a low NPS score is not an accident, it’s a consequence.

According to Bain & Company, co-creators of the NPS methodology, clear and personalised communication is one of the most powerful drivers of high NPS-results. That’s why businesses with clear and structured communication, as enabled by a CRM system, tend to have more satisfied customers and lower churn. And the best part? You can start improving your communication already today.

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What does NPS mean and why does it matter?

Net Promoter Score (NPS) is one of the most powerful tools for measuring customer loyalty.

NPS is easy to use, simple to understand, and genuinely reveals when problems exists. One question is all it takes to understand how happy and loyal your customers are:

“How likely are you to recommend us to a friend or colleague?”

Customers answer on a scale from 0 to 10 and are grouped according to the following criteria:

• Promoters (9–10): Loyal ambassadors who not only stay with your business but actively recommend you.
• Passives (7–8): Satisfied but not loyal. They’re easily swayed by better offers.
• Detractors (0–6): Unhappy customers who may damage your reputation.

The formula for figuring out your NPS is as follows:

NPS = % Promoters – % Detractors

Example: If you have 60% promoters and 20% detractors, your NPS is 60 – 20 = 40

An NPS above 50 is considered strong. Over 70? You’re playing in the top league. Below 0? Then there’s a big need for change, and it often starts with your communication.

Unlike most other rating methods, NPS scores are especially sensitive to any negative experiences from customers. Only scores of 9 or 10 count as positive and anything between 0 to 6 indicates dissatisfaction or a risk of churning. It means that just a few unhappy voices are enough to lower the score significantly.

Want to learn how to reduce your churn effectively?

What does your NPS really tell you?

NPS is more than just a number. It’s a reflection of your customers feelings about your business and brand. It shows how well you fulfil promises, manage relationships, and communicate at every step of the customer journey.

A low NPS result signals often issues in one or more areas:

But NPS results also reveals patterns over time. A single NPS result can provide you with a snapshot, but true insight comes from monitoring trends, contextualising changes, and linking them to actions. Did your NPS drop after changing your onboarding process? Rise after improving response times? Then you don’t just have a metric, you have a tool for continuous improvement.

Clear communication in practice

Many businesses lose customers not because they do the wrong thing, but because they don’t communicate the right way. Small details can have big consequences. Do you recognise yourself in any of our examples?

Feedback is the superpower of the future

The customer gave feedback, but no one listened. This is one of the most common mistakes most businesses do. Feedback is collected but they forget to act on it. The result? The customer feels frustrated, ignored and lost.

Working with feedback isn’t just about metrics, you need to show you care. It’s about making customers a central part of your journey. Being able to listen to both praise and criticism helps build loyalty and turns your users into advocates for your brand.

77% of customers view companies more favourably when they act on feedback according to research from Microsoft. But it requires more than just one NPS survey per year. It requires a feedback strategy that’s integrated in your workday. Automated and most importantly: personal.

Lime CRM gives you the right tools to build your strategy and enables you to truly listen to your customers.

From data to dialogue –
Lime CRM as a communication platform

Lime CRM isn’t just about data. It’s about people, relationships, and communication that feels relevant at every stage of the customer journey.

When all your customer information is in one place, it’s easier to tailor your communication to the real needs of your customers. No more guesswork, repeated contacts or lost information. Instead, you’re able to create an open conversation that will feel both professional and personal, all at the same time.

With Lime CRM, you get:

That’s how you go from one-time interactions to a customer relationship that will grow and evolve over time.

Communication is the engine that moves the wheels

Great communication isn’t just about communicating more. It’s about communicating the right thing, in the right way, to the right person. Communication is the invisible force that builds loyalty, prevents misunderstandings, and drives customer success over time.

By combining clear messaging, smart feedback handling, and a CRM such as Lime CRM, you’ll gain more than just clarity. You’ll gain a competitive edge, a professional and personal approach to every step of the customer journey. And that’s exactly how you’ll reach pole position in among your competitors.

Ready to take the next step?

Let us show you how to take control of your communication and lift both your
customer experience and NPS results to new heights.