• Use Net Promoter Score® to Measure Customer Loyalty

  • Accelerate Growth by Increasing New Business Win Rates

  • Identify the Key Drivers of Customer Satisfaction

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Strengthen customer relationships, outperform competitors, and drive customer-centric behaviors throughout your company.

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From the Blog

10 Examples of How You May Be Artificially Inflating Your Net Promoter Score®

“Please fill out my survey, but only if it’s a 9 or 10.” In the world of Net Promoter surveys, there are many ways you can intentionally or unintentionally game the system to engineer a higher score. However, doing so only serves to offer a false sense of security. Besides, you want an accurate assessment … Read More

Why Your VoC Program Needs a Brand Identity…

….And How to Go About It Congratulations! Your organization has established a disciplined Voice of Customer (VoC) program and is committed to creating customer experiences that set you apart from the competition. Your C-Level executives are setting customer-centric goals and priorities; listening posts have been established to gather critical feedback; a cross-functional team of champions is … Read More

Do Employees Influence Net Promoter Score?

3 Best Practices For Promoting a Strong NPS Culture Among Your Employees Many factors influence your organization’s Net Promoter Score® (NPS), such as the ease of doing business with your company, the value customers associate with your products and services, or the degree to which the service experience delivered stands apart from the competition. But … Read More

Cozy Up to Promoters as Part of Your Winning Strategy

Much of the discussion coming out of the Net Promoter® community focuses on what to do with Detractors after they’ve been identified among your customer base. Intuitively, this makes sense – Detractors (the Net Promoter term for customers that answer 0 to 6 on the “Likely to recommend” question) are much more likely to defect … Read More