A global employee engagement and rewards platform provider serves corporate clients, incentive agencies and resellers that run recognition, loyalty and incentive programs on its technology and rewards catalog. Many of those relationships went back a decade or more, and the account teams heard plenty of informal feedback. What the company lacked in 2025 was a systematic measure of loyalty: how likely clients were to recommend it, how its largest accounts compared with the rest, and which parts of the offering drove satisfaction or eroded it.
The company asked PP&A to design and run a Net Promoter Score (NPS) study that would produce a defensible baseline and a satisfaction profile across five themes: technology platform, account management, rewards pricing, rewards selection and technical support.
PP&A designed a short co-branded online survey around the core NPS question, an overall satisfaction rating, zero-to-ten ratings for the five themes and open-ended questions on the reasons behind each rating. The client built the target list of strategic, executive and operational contacts, tested the questionnaire, and sent the invitation under a senior leader's personalized email, with account managers making a direct follow-up appeal. Fieldwork ran from April 28 to June 16, 2025, with PP&A monitoring response rates weekly at both individual and account level and reporting progress toward the goal.
The survey reached 91 individual respondents from 44 client accounts, a 46 percent account-level response rate. PP&A scored NPS at the account level and separately for the top fifteen accounts, classified respondents as promoters, passives and detractors, mapped satisfaction on each theme against the survey average by responder type, and coded the open-ended comments into strengths and opportunity areas. The final report combined the scores with an account-by-account profile of ratings and verbatim feedback.
The company received its first systematic measure of client loyalty. The report gave an account-level Net Promoter Score, a separate score for the top fifteen accounts and the split of promoters, passives and detractors. It mapped satisfaction on each of the five themes against the survey average by responder type. It paired the scores with the reasons clients gave, coded into strengths and opportunity areas, and added a profile of ratings and feedback for each responding account.
The baseline replaced informal feedback with a measured view of what drives loyalty and what erodes it, and it set priorities for the offering. It became the reference point for the 2026 refresh.
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