“The Next Wave of Net Promoter”

January 26th, 2012

What began as a simplistic metric for measuring customer loyalty has now evolved into an entire system to improve the overall customer experience within an organization.  The concept of NPS®, which was developed by Satmetrix, Bain & Company, and Fred Reichheld, was introduced through Reichheld’s book, The Ultimate Question.  Since its introduction, it has gained tremendous popularity among organizations, large and small, as a means to improve customer satisfaction and loyalty which drives business growth. Read the rest of this entry »

Net Promoter Score: Customer Loyalty Surveys Made Simple?

June 6th, 2011

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.

Read the rest of this entry »

Net Promoter® Scoring

September 15th, 2010

Direct Opinions’ services use the concept of Net Promoter Score ™ (NPS), developed by Fred Reichheld of Bain & Company, and Satmetrix. This customer-focused metric helps organizations do a better job of building better, more customer-centric companies.

Read the rest of this entry »