WHITE PAPER: “Getting More From Your Net Promoter Score”



Customer loyalty and positive word-of-mouth are two of the most sought-after goals for companies today. 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?”

But is NPS too simplistic a metric for business-to-business (B2B) companies? Do B2B relationships require a specialist approach?

B2B 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.

If you are interested in getting more from your Net Promoter Score, email us today.

* 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