Net Promoter Score (NPS)* has become a popular word-of mouth metric since first introduced by Fred Reichheld in 2003 and has been embraced by some of the world’s largest and most respected companies. The simplicity of NPS is that it links customer loyalty to the answer to a single question:
“How likely are you to recommend [company name] to a friend or colleague?”
In recent years, the Net Promoter concept has been extended to measure employee engagement, as well as customer loyalty.
Deep-Insight has been collecting and monitoring Net Promoter Score data since 2006 and today both our customer and employee assessments incorporate NPS as an integral part of our assessments.
NPS is a beautifully simple performance metric. But is it too simplistic?
B2B customer relationships can indeed be complex, where long-lasting partnerships are built upon a combination of excellent service, a strong brand and trusted committed relationships. Deep-Insight’s Customer Relationship Quality (CRQ™) methodology has been designed specifically to help sales directors and account managers manage complex B2B relationships.
NPS clearly works as a B2B metric for identifying IF a company has a loyalty problem. CRQ complements NPS by identifying WHAT is causing the problem and HOW the problem can be fixed. The combination of CRQ and NPS can have a powerful and positive effect on both top-line and bottom-line performance.
To download our White Paper on getting more out of your Net Promoter Score: Click here.
If you are interested in tracking NPS for either your customers or your employees, contact us.
* Net Promoter® and NPS® are registered trademarks and Net Promoter SystemSM and Net Promoter ScoreSM are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld