Thryv — The Customer Test

Thryv

· United States

Verdict: Thryv shows early-stage public customer-centricity evidence, scoring 8.0/10 in this automated assessment of publicly available material. Customer language and some CX programme references are visible in public communications, though measurement transparency — specifically the publication of a named customer satisfaction metric — is absent. This report is based solely on publicly available evidence — internal programmes not reflected in public documents are not captured.

B +

8 / 10

Good — meaningful CX commitment

Scorecard

💬 Customer language

3 / 3

Customer language appears consistently across multiple pages and investor materials, signalling that serving customers is a named organisational priority.

🔄 CX programme evidence

3 / 3

Customer experience is acknowledged as a discipline, with references to feedback or service improvement appearing in official materials.

📊 Measurement proof

1 / 3

A customer satisfaction metric is referenced but the evidence is thin — the metric name appears without context or programme detail.

🤝 Commitment depth

1 / 1

Some evidence of customer commitment depth, though executive accountability for CX metrics is not explicitly demonstrated in public materials.

Overall score

Score of 8.0/10: the company demonstrates early-stage customer-centricity signals. The gap to a score of 5+ is typically bridged by publishing a named customer metric and adding explicit programme language to the website.

8/10

Evidence

Sorted by rubric tier descending — Tier 3 (named measurement) and Tier 4 (commitment depth) are the rarest and most differentiating signals. A single source page may satisfy several criteria (e.g. [T3a] + [T3b] + [T3c] stacked).

[T4] CX governance and strategic commitment Weak View ↗

Review Management Software for Small Businesses Thryv's Review Management tool helps turn customer feedback into actionable insights to improve customer satisfaction scores. Monitor online reviews in…

[T3a] NPS, CSAT, or named metric explicitly mentioned Strong View ↗

Customer Service Metrics: 10 to Measure at Your Small Business CSAT (Customer Satisfaction Score) represents how happy customers are with your brand. Net Promoter Score (NPS) is similar to CSAT in tha…

[T2a] CX named as a discipline Medium View ↗

Why It Matters Learn the definition of customer experience (CX), how it differs from customer service and how your business can improve your customer experience management. Thryv offers Customer Expe…

[T2a] CX named as a discipline [T2b] Customer listening or feedback mechanism Medium View ↗

benefits. Customer journey mapping is a visual way to list each touchpoint with customers and rate each touchpoint for customer satisfaction. Gather customer feedback through questionnaires to learn…

[T2b] Customer listening or feedback mechanism Medium View ↗

[T2c] Acting on feedback or CX in reporting Medium View ↗

ding to reviews shows your business cares about customer experiences and is open to feedback. Reputation management involves monitoring review sites, responding to customer feedback, and building a p…

[T1a] Customer or client mentioned [T1b] Customer language on 2+ page types [T1c] Operational customer language Weak View ↗

hryv offers Customer Experience Management (CXM) tools to help provide extraordinary customer experiences. With personalization as the key element of customer satisfaction, 80% of customers believe s…

[T1a] Customer or client mentioned [T1b] Customer language on 2+ page types [T1c] Operational customer language Weak View ↗

CRM for Small Business Thryv's CRM helps enhance customer satisfaction by tracking purchase history to understand buying habits. Determine messages and offers to encourage lapsed customers to reengage…

What Thryv is doing well

Thryv references customer satisfaction or feedback in its public materials, suggesting that customer outcomes are tracked internally. This provides a credible foundation — the next step is to surface that evidence publicly.

Customer language features in the company's communications, including website copy and investor materials. The tone suggests customers are considered a genuine priority rather than an afterthought.

What is missing

No specific customer satisfaction score (NPS, CSAT, or similar) is published in any reviewed material. Publishing a named metric with a score is the single highest-impact change available — it alone would move the overall score by 2–3 points and place the company in the top quartile of this benchmark.

The CX programme is referenced but not described in sufficient detail. Adding specifics — feedback frequency, review process, or an example of action taken — would substantially strengthen the narrative.

Analyst implication: Thryv has the early ingredients of a customer-centric company. A targeted update to its public communications — publishing an NPS score and describing the feedback loop — would move the grade from 8 to 6+ and position it as a credible customer-led business.

How Thryv could improve its ranking

Publish a Net Promoter Score in the next investor update or on the About Us page. This is the single most impactful change: companies that cite a specific NPS score score 2–3 points higher on average in this benchmark.

Add a 'How we listen to customers' paragraph to the corporate website. Describing the feedback cadence, who reviews results, and one example of action taken demonstrates that customer listening is operational, not aspirational.

Suggested website text

Want to improve this grade?

See what world-class customer-centricity looks like and what changes would move the needle for Thryv.

How to increase the grade →

Recommended copy · About Us page · Net Promoter Score version

Customer Experience is a Strategic Priority: We do more than collect feedback — we act on it. Our closed-loop feedback discipline ensures every client voice drives measurable improvement across our products and services. We measure customer loyalty using the Net Promoter Score (NPS) and are committed to sharing our progress publicly as part of our transparency commitment.

💡 Why this improves your score: Adding the actual NPS number (e.g. 'Our 2025 NPS reached 72') would award T3c (+2 points) and significantly improve Thryv's Customer Test ranking. This single addition could move the grade from B to A. See full scoring methodology →

Know something we don't? Add evidence for a rescan → · Suggest another company · Give us feedback

Legal Disclaimer — DISCLAIMER: TheCustomerTest provides independent, editorial analysis based on publicly available documents and information. All scores, ratings, and commentary reflect subjective opinions derived from our methodology and are not statements of fact. Where customer metrics such as Net Promoter Score (NPS) or CSAT are referenced, they are not evaluated on their absolute value, but rather as evidence of transparency in measurement and a company's efforts to understand and improve customer experience. While we aim to use reliable sources, we make no representations regarding the accuracy, completeness, or timeliness of the content. We are not affiliated with, endorsed by, or sponsored by any of the companies referenced. This website's content is for informational purposes only and does not constitute professional advice. Users should not rely solely on these assessments for business decisions. To the fullest extent permitted by law, we disclaim all liability for any loss arising from use of this site, and we reserve the right to update or remove content at any time.