NPS AND THE MARKET VERDICT

Keep your NPS. We cover what it can’t see.

NPS was never the problem. It measures the temperature of your customer experience, and it does that well. The Market Verdict reads the structure underneath: the role customers actually give you, and whether your team is building toward it.

	What NPS answers	What we answer
The question	How likely are you to recommend us?	What role do customers actually give your brand, and does your team agree on it?
Speed	Real time. A bad week at support shows up in days.	Periodic. It reads patterns over months, not events.
Who it hears from	Customers who choose to answer a survey.	Your own team, answering blind, then public behavior read from the outside.
What it explains	How satisfied people are, trended and benchmarked.	Why people bought, what they’d lose, and what must never be removed.
Who it can’t see	People who never became customers.	It can read people choosing alternatives before they ever reach you.
Best used for	Monitoring operations and tracking a shared number.	Diagnosing drift and settling what the brand is before big decisions.

KEEP DOING THISWhere NPS is the right toolA real-time pulse after every interaction. Twenty years of benchmarks. Segment alerts that tell you where to look. One number the whole company understands.

ADD THISWhere we fill the gapWhy customers bought in the first place. The one thing you must never remove. Displacement before it shows up as churn. Whether your leaders even agree on what you are.

WHEN THEY DISAGREEA steady NPS while the evidence shows drift is the moment that matters most. The dashboard says fine; the structure is eroding. Running both is how you see it.

WHAT IT COSTS TO ADD US

Most companies can add us for less than a year of their NPS software.

EDITION	A TYPICAL NPS TOOL AT THIS SIZE	WHAT IT COSTS	ADD THE MARKET VERDICT
Startup	Delighted, free to Growth plan	$0–$39 a month · $0–$468 a year	+ $199 once
Builder	Delighted, Advanced to Premium	$149–$249 a month · $1,788–$2,988 a year	+ $1,500 per company
Scale	Retently, Ecommerce plans	$99–$299 a month · $1,188–$3,588 a year	+ $3,500 per company
Enterprise	Qualtrics	From about $25,000 a year	+ $7,500 per company

Published plan prices as of October 2026 (Dupple’s NPS software review). Which tool fits which size is our assumption; yours may differ. NPS itself is free: it’s one question.