Go beyond the score, to the customers behind it.
Know who keeps coming back, who's slipping away, and what it would take to get more of them.
You need more than an NPS score.
NPS gives you a single number. It hints at how you're doing, but nothing about who's loyal, who's drifting, or who any of these customers are. The answer isn't a better number — it's seeing the people behind it: the ones who'll come back, the ones you're about to lose, and the ones you've yet to win.
It's also treated as a one-off — a survey run now and then, read once, and set aside. It should be continuous and automated: always listening, so you see customers move before they're gone.
The customers you have — and the ones you'll want to win.
Kohort gives managers a deep read on the customers they have, and the ones they could win next:
Hotels & resorts
A repeat customer is worth far more than a single stay. See which segments come back, which are slipping, and who's worth winning back.
Telecommunications
Churn is the whole game. Spot the segments at risk before they leave — and the look-alikes worth acquiring.
Finance
High-value customers and long relationships. Segment by need and risk, and put retention where it counts.
And beyond: retail, subscriptions, healthcare — anywhere a customer relationship carries real lifetime value.
Our plug & play tools make it easy for you.
Our suite of predesigned tools can be rapidly adapted to your business to get you from a single score to named customer groups — fast. You'll learn who they are, how loyal they are, and where to act. The third step is optional, and only where it earns its keep.
- 1
Survey
NPS at the core, with the demographic and behavioural questions that make a segment mean something. We design it and field it.
- 2
Segmentation
We find the natural groups inside the responses and give them names. Each segment arrives with its own satisfaction score, its size, and its churn risk — so you know exactly who you're looking at.
- 3
Qualitative Optional
Once the segments exist, we go deeper on the ones that matter. Interviews or focus groups with your highest-value and highest-risk groups — the why a number can't give. The segments tell us where it's worth doing.
A score — and a map of who they are.
One study, two payoffs. A satisfaction read you can trust, and a portrait of your customer base you didn't have before — segments specific enough to name, and to act on.
Sharpen the service
Each segment shows what it values and where it's slipping. You improve the things that hold the customers who matter — not the average customer, who doesn't exist.
Aim the marketing
Speak to each segment in its own language — the right message to the right customer, instead of one campaign aimed at an average that doesn't exist.
A read by segment
Satisfaction group by group — not one blended score that hides them.
A portrait of each segment
Its size, who they are, what they want, and how loyal they are.
Where to act first
A short list — the segments worth keeping, and the ones quietly leaving.
The reasons — if you go deeper
With the qualitative layer, the why behind your highest-stakes segments.
Find more customers like your best ones.
Your most loyal segment is a blueprint for the next one. Because each segment is built from real demographics and behaviour, it can be matched to audiences on Meta, Google, and beyond — so your spend lands in front of people who look like the customers who already love your brand.
Know your best customers
Start with the segment that comes back and spends. You now know its makeup in detail.
Build the audience
Turn that profile into a look-alike audience on the ad platforms you already use.
Reach new customers
Put your campaigns in front of prospects who resemble your best customers — not the average stranger.
One study, both ends. The same segments that tell you who to keep tell you who to pursue — retention and acquisition from a single survey.
Answers in 20 business days.
From the day we agree, about four working weeks to a satisfaction read broken out by customer group — designed, fielded, and analysed by us.
Design & launch
We build the survey around your customers and put it in front of them.
Field & analyse
Responses come in. We find the natural customer groups inside them.
Readout
Named segments, their profiles, and where to act first — delivered and walked through.
Going deeper? The optional qualitative layer — interviews or focus groups with the segments you choose — adds roughly two to three weeks.
Real analysts, not a template tool.
This isn't a template tool printing a dashboard. The clustering is done in-house, by people who read the output and argue about it.
Our research team is led by veteran brand planner and market researcher, Leslie Perkins. Leslie knows her stuff like no other. Before consulting, she was Head of Planning at Ogilvy, VP of Communications at AT&T, and VP, Head of Planning at Y&R.
Let's talk.
Tell us about your customers. We design the study, field it, and bring back the segments hiding inside your one number.