6 important questions when starting your NPS program

Setting up your loyalty survey in a few simple steps What? Net Promoter Score (NPS) is a concise metric which successfully and in an empirically proven way resonates with profitability and growth. It quantifies the loyalty of a customer to a company or brand by asking one sole question: How likely is it that you would recommend [brand/service/product] to a friend or colleague? Willingness to recommend is a standard metric.…

The winner takes it all

The link between Relative NPS and business results Let me ask you, how do you interpret the Net Promoter Score of your business? Do you aim for an increase in absolute NPS year-on-year or do you seek to create continuous performance gaps versus your competition? The key to your company’s growth might be hidden in the answer of this question. Many organizations focus solely on their current customer base when…