NET PROMOTER SCORE (NPS)

Turn Silent Dissatisfaction into Loud Advocacy

Use interview-based NPS to uncover churn risk early and build unbreakable client loyalty.

TRUSTED BY

You’re growing, but major accounts feel wobbly.

Complaints are sporadic, feedback is filtered, and revenue risk remains hidden. Deep down, you don’t fully trust the picture you’re getting, suspecting that your CRM and reporting are deal-centric rather than relationship-centric. Customers deserve to be heard, and you deserve the unvarnished truth so you can serve them well.

Satisfaction is worthless. Loyalty is priceless. — Mark Fonseca

Meet Your Guide: Mark Fonseca

Since 2012, Mark has conducted ~15,000 executive and frontline interviews across construction, professional services, and other relationship-critical industries with long sales cycles. He’s a frequent Vistage presenter and has helped leadership teams recover at-risk revenue and surface net-new growth by turning raw, candid customer truth into clear, practical action.

What makes Mark different

• Human-first, interview-driven NPS. Not just surveys—confidential, trust-building conversations at the 50k, 30k, and 10k-foot levels (executive, manager, daily operators) to capture what actually drives loyalty.

• Insight Engine. We anonymize and analyze every interview with proprietary AI to reveal clear patterns and actionable insights — ensuring client identities remain confidential and nothing is lost in translation.

• Immediate “911” alerts. If an account is truly at risk, you hear about it now, not at the quarterly business review.

• Follow-through to move the needle. Mark secures customer permission and conducts time-boxed follow-ups (3–6 months) to convert 7–8 passives into 9–10 promoters.

• Aligned with Revflow systems. We implement a lightweight NPS dashboard inside your CRM (with the option to integrate with platforms like Qualtrics/CustomerGauge later) so your team can see loyalty, actions, and progress in one place.

Why Trust Us

We’ve seen great companies lose iconic accounts without warning. Not because they couldn’t do the work—but because signals were missed, feedback was filtered, and systems were built around deals instead of relationships. Mark’s approach, coupled with Revflow’s relationship-centric CRM architecture, gives you the truth and the tools to act on it quickly.

The Plan

Baseline the Truth

Find the top 20 percent of customers that drive most revenue. Select three roles per account. We run interviews and set up your NPS dashboard.

Deliver the Findings

Receive detailed reports along with a clear pattern analysis and NPS segmentation for detractors, passives, and promoters. Urgent items go to the owner at once. Leaders receive a pulse review every 30 calls.

Move Passives to Promoters

We secure consent for follow ups. Revflow assigns owners, tasks, and timelines in your CRM. We report progress monthly or quarterly.

What You Get

Interview Program

40–50 key accounts with 3 contacts per account to reveal the full customer voice.

NPS Score & Segmentation

Clear view of detractors, passives, and promoters by account and role.

Insight Engine

We anonymize and analyze interviews using proprietary AI to surface patterns — keeping client identities confidential.

Pattern Report

Identifies root causes, loyalty drivers, and prioritizes fixes.

911 Alerts

Immediate escalation for at-risk customers to protect revenue.

Follow-Up Campaigns

Time-bound commitments to move passives (7–8) into promoters (9–10).

Engagement Options

NPS Baseline Sprint
(Fast Diagnostic)

Curated customer list, 20–30 interviews
NPS score, pattern report, and 911 alerts
CRM dashboard setup and handoff

NPS Full Program
(Baseline + Follow-Through)

40–50 accounts with multi-level interviews
Quarterly pulse reviews and follow-up conversions
Ongoing CRM dashboard and governance

How is this different from sending a survey?

RevFlow runs trusted, human conversations across the org chart and gives you precise insight. That’s how hidden risk and true loyalty drivers surface.

Will my customers speak candidly?

Yes—because the process builds trust fast, protects anonymity where requested, and signals that you intend to act.

How quickly do we hear about serious problems?

Immediately. 911 alerts go out in real time so you can intervene.

Can we track progress in our CRM?

Yes. Revflow configures an NPS dashboard with owners, actions, and dates. We can later integrate with enterprise platforms if needed.

How soon will we see impact?

You’ll see value in the first pulse report (every ~30 calls). Conversions from passives to promoters typically follow within 1–2 quarters of disciplined follow-up.