A 0 and a 6 land in the same bucket
A furious customer and a lukewarm one show up as the same detractor in your dashboard, even though what each of them needs from you has nothing in common.
Conversational NPS
You already know your score. You still don't know what to do about it.
Every cycle plays out the same way: the score lands, the slide gets built, and the question from leadership stays unanswered. ReveLumi keeps the 0 to 10 question and the calculation you already use. After the score, instead of a text box almost nobody fills in, the agent keeps the conversation going on WhatsApp until the reason turns into something concrete.
Participant · LinkedIn NPS
LIVE · WHATSAPP
Where your current NPS stops
The score arrives. The reason never does.
If you run NPS today, you have probably hit these three walls already.
Optional comment, empty answer
Most people skip the text field. The ones who write say "good" or "could be better", and nobody prioritizes a roadmap with that.
Finding out why costs a whole new project
Then come the interview rounds, the ticket to the research team, weeks of waiting. By the time the answer shows up, the next cycle has already started.
You end up defending a number without being able to explain what moves it. That's not NPS's fault: the question is good, what's missing is what comes after it.
Comment vs conversation
A comment gives you a label. A conversation gives you something to fix.
In an NPS survey we ran about LinkedIn, someone gave a 10 and typed "Premium". If collection had stopped there, that's all your spreadsheet would show.
What a traditional NPS would have captured
10Premium
A high score, a product name, no clue about where to invest.
What the conversation captured
Two months unemployed, two opportunities in two weeks, unlimited messaging as the lever. With that in hand you know exactly which feature to defend in the next roadmap meeting.
None of that was in the comment. It surfaced because the agent asked for a concrete example.
When you ask for the reason, people summarize, and a summary becomes a label. When you ask for a moment, people remember, and it's inside the memory that the detail capable of changing a decision shows up.
HOW WE MAKE NPS A SOURCE OF INSIGHTS FOR BETTER DECISIONS
Just like what you run today, with a conversation at the end.
You upload the list, we send it out
The invitation arrives on WhatsApp with the standard 0 to 10 question. No portal link, no form, no login.
The agent asks why, right away
As soon as the score comes in, it asks for a concrete moment instead of a generic explanation. One or two questions, never an interrogation.
Typing or voice, either works
Anyone who prefers talking sends a voice note, and the transcript goes into the analysis like any written answer.
A report with score, drivers and quotes
Your NPS calculated the traditional way, with reasons grouped by driver and customer quotes ready to take into the meeting.
You follow every conversation in the Cockpit and can take any of them over midway whenever you want to steer it yourself.
LinkedIn case
We ran LinkedIn's NPS with 133 people.
That's how we tested the method on ourselves: a score, a reason and an example in every answer. The report is open, exactly the way you would get yours.
133
responses collected
+7
LinkedIn NPS
34%
promoters
27%
detractors
“There's even a term for it, LinkedDisney.”
Why we built this
We suffered through the same report you get.
I ran NPS for years, first at Locaweb and then at Conta Azul with Anderson. Every cycle brought the same feeling: a score in hand, no decision in sight.
ReveLumi came out of that. We don't replace the metric you already defend internally, we just fix the part that was always missing: the reason, in the customer's own words.
When to use it
Where it fits in your research calendar.
Relational NPS
The recurring measurement of your base, comparable cycle after cycle, with drivers moving up and down the ranking each round.
Transactional NPS
Right after a support case, a delivery or a renewal, while the person still remembers the details.
A task force on detractors
Separate who gave a 0 from who gave a 6, understand what happened to each of them, and walk out with a prioritized fix list.
FAQ
What people usually ask.
Do I lose my NPS history?
No. Same 0 to 10 scale and same calculation, promoters minus detractors. Your historical series still holds, and from now on every score comes with the reason attached.
Do I have to replace my current tool right away?
No. Most teams start by running one cycle in parallel on a slice of the base and compare what each approach delivered before deciding.
What happens to response rates?
The invitation lands on WhatsApp, a channel people already use every day, and the whole conversation happens there, without pulling anyone out of the app. In our surveys that cuts a lot of the drop-off halfway through.
How many follow-up questions does the agent ask?
As many as it takes for the reason to be clear, usually one or two. When the first answer already brings a concrete example, it doesn't push.
Does it work in other languages?
Yes. Conversations run in Portuguese, English and Spanish, and the report comes out in the language you choose.
Do I need a large base?
No. Because every answer brings the reason behind the score, small bases already reveal useful patterns, unlike traditional NPS, which depends on volume to say anything.
What about privacy and opt-out?
Conversations run on WhatsApp with consent, anyone who doesn't want to take part can leave at any moment, and that request is respected. Details on our privacy and data processing pages.
Conversational NPS
Run one cycle and compare it with the NPS you have today.
Book a call with the founders to see Conversational NPS running on your base, or create an account and try it right now: every new account comes with two credits.
Your new account comes with two credits to try it out.