Category Archives: Net Promoter Score

Five Improvements to Increase Your Net Promoter Score

Your business’s Net Promoter Score is a critical measure of success. Lean managers should place extra value on this metric, which gauges an organization’s performance in identifying customer value points and eliminating waste. Product quality is paramount, but customer service …

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Your Net Promoter Score is Excellent. Now What?

If you have raised your business’s Net Promoter Score (NPS) and increased your percentage of Promoters while reducing Detractors, congratulations are in order! You have brightened the future of your business by working to boost this critical metric measuring customer …

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Net Promoter Scoring: When to Ask “The Question?”

One of the most intriguing aspects of Net Promoter scoring is its propensity to reveal insights about human nature and the nature of business. One such revelation: The timing of your Net Promoter Score survey can drastically alter your results. …

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Improve Your Net Promoter Score

When organizations complain Net Promoter Scores are too low, a great question to ask is “What other key performance indicators are you using for customer service?” Surprisingly, many companies admit they are tracking only NPS. While Net Promoter scoring is …

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Effect of Social Media Presence on Net Promoter Scores

What effect does social media presence have on your Net Promoter Score? Based on a survey of more than 22,000 customers in the United States, Satmetrix announced USAA, JetBlue Airways, Vanguard, Trader Joe’s, Amazon, Apple, Google, Costco, and American Express …

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Turning Detractors Into Promoters

One might logically assume it is easier to turn a passive than a detractor into a promoter. However, passives lack any emotional connection with your business and products. Detractors, on the other hand, already feel strongly about you. It is …

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Conducting an Accurate Net Promoter Score Survey

Net Promoter Scores are only as accurate as your survey methods.  If you have been tracking your Net Promoter Score (NPS) but your scores do not provide any valid and actionable insights, flawed survey methods may be at fault. Because …

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Automotive Forums Demonstrate the Importance

Net Promoter Scores continuously affect sales, profits, and shareholder value. For a live demonstration of this concept, look no farther than online automotive enthusiasts’ forums. When enthusiasts gather online, aftermarket brands’ Promoters and Detractors clash. The brand’s Net Promoter Score …

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