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 »
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’ 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.