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Would your customers recommend you?

Over the years, business organisations have developed many different methods of gauging the attitudes and behaviours of their customers. It is difficult to find the perfect solution for gathering suitable data that can be used to improve products and services.

One of the simplest and most effective ways of measuring customer satisfaction and loyalty is through Net Promoter Score used widely and globally by household names like Apple and Amazon.

The primary advantage of NPS is its simplicity, typically asking the question “What is your likelihood to recommend ‘X company’ to a friend or colleague using a scale of 1-10”.

The scale can be tracked from week to week and month to month and can be broken down however you wish – using lines, services, products or individuals. A company can conduct its NPS survey by phone, email or web – whichever generates the best response rates and the most useful data. It can compile and post scores quickly so that employees and managers can view their performance in a timely manner.

In our own organisation our consultants have enjoyed the regular influx of net promoter scores and comments. 90% of our customers gave us a 9 or 10 out of 10. Laura Hewett who instigated the initiative commented. “It has been a very moral boosting experience for the team – it’s been great to see all the positive vibes around the office and we’ve made a point of thanking all those who have contributed for their input.”

Of course there is little point asking customers for their views unless you are able and willing to act upon the answers obtained good or bad. This is always the possible flaw with any kind of survey of his nature. Thousands of companies in many different industries use Net Promoter Scores –Apple use it in their retail stores – American Express after service calls and Logitech uses the system to assess what customers think of every Logitech product.

Simple is good and ensures maximum participation – it is a good barometer for any business.

For more information contact us at Head Office 01562 69090


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