The importance of measuring and understanding customer and employee satisfaction has increased exponentially with the widespread use of social media tools. In the Harvard Business School Publishing title The Ultimate Question 2.0, Fred Reichheld explores the resulting shift in control from corporations and their projected public images to customers and employees, who have the ability to go public in real time regarding their experiences with any company. To thrive in this new atmosphere, companies must know what customers think and establish procedures to ensure service that exceeds customers’ expectations. The Net Promoter® score (NPS)—or the Net Promoter system—is based on the “Ultimate Question”: On a ten-point scale, how likely is it that you would recommend this (company/product/service) to a friend or colleague? NPS provides a simple, comprehensive business model with which companies can measure their success at turning detractors into company promoters.
Posted on: Mon, 28 Apr 2014 13:22:12 +0000
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