Net Promoter Score: +61 — the kind of trust that keeps us moving forward

The NPS (Net Promoter Score) survey is a simple yet highly effective tool — essentially a “checkbot” for customer satisfaction. It reveals how users truly feel about a company, its products, and its services. At Marketup, we don’t treat satisfaction as a catchy slogan — it’s our everyday mission. Since 2016, we have been regularly measuring how clients perceive our collaboration through NPS. And we’re pleased to say that we continue to maintain the high standard of previous years.

In October, we reached out to our clients once again — and we’re pleased that they actively took part. A total of 36 companies and 87 individuals who work with us on a daily basis responded. And the results? An NPS of +61 at the company level and +67 at the individual level. Our clients clearly recommend our services and are highly satisfied with our collaboration. At the same time, they openly told us what we can improve. This is exactly the kind of feedback we want — it shows us where to go next and how to make our services even better.

What is it all about?

Net Promoter Score is a widely recognized tool for measuring customer loyalty and overall satisfaction with a product, service, or partnership. It’s based on a single but powerful question: “How likely are you to recommend Marketup to a friend or colleague?”

Respondents answer on a scale from 0 (not at all likely) to 10 (extremely likely). Their answers place them into three categories:

• Promoters (9–10): loyal brand advocates

• Passives (7–8): satisfied but not enthusiastic customers

• Detractors (0–6): dissatisfied or hesitant clients

The NPS score is then calculated as the percentage of promoters minus the percentage of detractors. The final score ranges from –100 to +100 and reflects the strength of trust and loyalty toward the brand. The higher the NPS, the greater the potential for long-term collaboration and positive referrals.

What our clients told us

“I appreciate the deep expertise across all areas of cooperation and the willingness to face new challenges head-on.” “A great senior team, excellent collaboration, strong brand.” “High satisfaction with the customer-centric approach.” “Flexibility and the ability to evolve together with the client.”

This feedback confirms that our focus on partnership, teamwork, and expertise truly matters. It shows that we are not only a capable supplier, but also a trusted partner — a role we’ve been striving for over the long term.

What we take from this

• Our clients perceive our collaboration positively.

• They trust us and value our people.

• But they also expect even more — in our approach, control, and courage to speak up first.

And how do we see it at Marketup?

An NPS of +61 (companies) and +67 (individuals) is a result that is far from commonplace in the Czech agency environment. But we know that numbers are not the goal — they are a reflection of the relationship behind them. And that’s what we want to keep strengthening and developing.

We take concrete steps from every comment, rating, and critique. Some of them are already underway: we’re expanding teams, refining internal processes, and listening to clients even more carefully. Others are emerging now as we shape our vision for the coming years, aiming to be a true partner that helps brands succeed in a new world.

We believe the best results happen where openness thrives. And trust isn’t earned through a campaign — but through consistency, fairness, and humanity. That’s why we return to NPS regularly.

A heartfelt thank-you to all our clients who shared their feedback. We deeply appreciate your trust and openness. Thanks to you, our work grows — and so does our motivation.