Find out why
the customer
never came back.
NPS (Net Promoter Score) is the metric that best predicts repeat purchases in retail. NPSLab asks the customer at the right moment, resolves detractors in private and turns promoters into 5-star reviews on Google.
Losing a customer costs far more than one sale.
In retail, the decision to return is driven by experience — and a dissatisfied customer rarely says a word. They simply buy from a competitor and, sometimes, leave a public review that scares others away. NPS is the early warning system: it captures the frustration while there is still time to win them back.
A dissatisfied customer rarely complains in the store.
They pay, walk out silently — and simply never come back. Without feedback, you lose repeat purchases and average ticket without ever knowing why.
Customers who vanish in silence
Without understanding why the customer never returned, you lose loyalty and spend more and more to win new people in their place.
Promoters who never review
Delighted customers rarely review on their own. Without a nudge at the right moment, your best reputation stays invisible on Google.
Several stores, zero comparison
With a chain or franchises, comparing satisfaction across units turns into a spreadsheet — and nobody looks at the spreadsheet. Best practices never spread.
Hear the customer at every stage of the purchase
NPSLab sends the right survey at the right moment — by WhatsApp, SMS, email or a QR code at checkout.
Arrival in store
Rate the first impression: storefront, ambiance and how the customer is welcomed.
Service
Capture the quality of service and the salesperson’s product knowledge.
Trying on and choosing
Fitting room, demo and advice: the moment that defines the average ticket.
Checkout
A QR code at checkout captures the score on the spot — lines, speed and closing the sale.
Post-purchase
Promoters are invited to review on Google. Detractors are resolved in private.
A QR code on the counter, and the survey starts on its own
The acrylic stand at the register invites the customer to point their camera and rate the purchase in seconds, before leaving the store. A promoter is invited to leave a 5-star review on Google; a detractor triggers an instant alert so management can win the customer back before they vanish.
What changes when you listen at the right moment
They found customers wanted consultative service in the fitting room. They trained the team and NPS rose from 34 to 58.
After-sales showed up as a weak point in surveys. They reinforced support and NPS rose from 28 to 52.
They identified the 3 stores with the lowest NPS and standardized practices from the best units. Network NPS rose from 41 to 55.
Built for those who run several stores
Real-time detractor alert
Low score? The store manager is notified instantly by app push or email to win the customer back.
Compare stores and franchises
Unit ranking and chain NPS evolution in a single dashboard, in real time.
Multi-channel
WhatsApp, SMS, email and a QR code at checkout. Reach the customer where they respond.
More 5-star reviews
Promoters are sent straight to Google. Your local reputation grows on its own.
NPS for retail, no mystery
What is NPS for retail stores?
NPS (Net Promoter Score) is the metric that measures how likely a customer is to recommend your store, on a scale of 0 to 10. In retail, it predicts repeat purchases and referrals: promoter customers return more, spend more and bring new customers, while detractors stop buying and can hurt your reputation on Google.
What is a good NPS for retail?
The average NPS in global retail is around 32 (npsBench 2025, Retently). Benchmarks such as Amazon (73) and Costco (79) operate far above that. Above 50 is already considered excellent. In Brazil, the segment ranges between 25 and 45 depending on the type of store.
How does NPS help increase the average ticket?
NPS identifies what works (to replicate) and what drives customers away (to fix). According to Bain & Company, promoters have a lifetime value 3.5× higher than detractors — they buy more frequently and spend more per purchase.
When should I send the NPS survey in retail?
The ideal time is between 1 and 24 hours after the purchase, while the experience is still fresh. In physical stores, use a QR code at checkout or WhatsApp the same day. For e-commerce, send it after delivery. NPSLab automates sending at the right moment.
Your next 5-star review starts today
Set up your first survey in 5 minutes. Start free, no card.