“How likely are you to recommend our company to a friend or colleague?” Believe it or not, asking customers this simple question offers a tremendous amount of insight into future organizational performance. Created by Fred Reichheld and Satmetrix, countless studies have shown that the “likely to recommend” NPS question had the strongest statistical correlation with repeat purchases and referrals. What’s more, consistently identifying customers most likely to be linked with these profitable behaviors not only ensures long-term financial success; it also promotes a healthy culture around customer-centricity.
More than just an answer to a single question, Net Promoter is operational discipline designed to help you measurably improve the customer experience. Adopted by thousands of companies worldwide, the Net Promoter Score survey pinpoints your most satisfied customers, uncovers those at risk for defection, and identifies the service behaviors directly linked overall satisfaction.
Loyal customers are the lifeline of your business. With more than a decade of experience implementing and analyzing responses to NPS questions, you can rest assured that we are uniquely qualified to help your team realize the system’s full potential. Our expert team of practitioners uncovers NPS insights to identify loyal enthusiasts who will continue to buy, refer others, and resist competitors, creating an army of loyal advocates along the way. Discover how we can help you effectively leverage the Net Promoter question to evaluate ongoing performance and maximize growth potential by contacting us today.