Direct Opinions was recently approached by a new, potential client interested in Net Promoter Score®, commonly referred to as NPS. The company in question is an established, well-known player in their field and an industry leader. Company executives had learned about the Net Promoter Score concept, and had sought to implement a strategy to measure customer loyalty to their brand.
Direct Opinions was engaged by a manufacturing organization to conduct a follow-up survey with prospective customers in situations where a quotation for products was submitted but the client was not awarded the work. The goal of the lost and inactive customer survey was to better understand why the client did not earn the business and to use this information to make any necessary changes within the organization to win future business and thus grow the organization. Because the client’s bid process was somewhat complex, management wanted to learn how to improve their operation and sales process.