NPS Step 5: Customer Engagement Required – Net Promoter Score (4 mins)

Mar 04, 2021

Learn how to lead by design to make a positive difference for customers using a Net Promoter Score program. The Net Promoter Score tells you how likely is it that someone will recommend your company to their family, friends and colleges.
For more resources on building your strategic plan, view the Essentials Guide to Strategic Planning.

One Comment

  1. Mikaela says:

    Adam,Thanks for the kind words!I completely agree with you rnuning a large Net Promoter Score program from an Excel spreadsheet eventually becomes impossible. In my experience, many companies follow a similar path regarding the systems that power their NPS program.Phase 1: A suite of non-integrated, mostly free tools. Companies at this stage generally use a free tool like SurveyMonkey for their survey, Microsoft Excel for reporting and analysis, and their email client for Close-the-Loop triggers.Phase 2: A purpose-built, standalone tool. Companies at this stage will use NPS software from companies like SatMetrix, CustomerSat, CustomerGauge, Vovici, MarketTools, etc.Phase 3: A system that is integrated with the core of the business. Companies at this stage will use purpose-built NPS software like in stage two, but now those tools are integrated with the systems that the business already uses. Examples would be ETL integration with the enterprise datawarehouse for reporting, CRM integration for Close-the-Loop activity management, and more complex analytical tools like SPSS, Minitab, etc.Regardless of what technology is used, the important thing is that companies start asking, understanding, acting upon and responding to feedback from their customers. Hopefully this post helps companies who are new to NPS get started just a little bit faster!



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