Net Promoter Implementation

An alternative to run-of-the-mill customer satisfaction research…

Many customer satisfaction research techniques are complex, expensive and labour intensive as far as the customer is concerned, but Net Promoter methodology is different. It is an effective management tool that will help you successfully guage the loyalty of your customer relationships.

We have been following the development of Net Promoter since its introduction several years ago. ®Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld. For further information regarding the Net Promoter concept please contact us.

Some introductory points on the Net Promoter tool and NPS (Net Promoter Score):

  • NPS is a customer loyalty metric
  • It has a direct correlation to a company’s health and growth potential
  • It is used to get a picture of the long-term viability of a company
  • It is a simple metric that all employees can readily understand
  • It helps identify those customers most and least likely to recommend you and to buy from you again
  • It enables you to win-back customers that are ready to leave you
  • It enables you to segregate customers according to lifetime value and likelihood to recommend
  • Driving up the Net Promoter Score will in turn increase business growth and bottom line performance

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