Monday, June 9, 2008

Net Promoter Score

Fred Reichheld's Net Promoter Score (NPS) has helped GE and many other companies gauge customer loyalty and use these scores as benchmarks for improvement.

Fortune Small Business presents four recent success stories of companies using NPS to boost loyalty, with good financial results.

A new study, reported in Industry Week, suggests that customer feedback professionals should understand the limitations of NPS as a single score against which to measure and enhance customer loyalty. I expect more back-and-forth as we see the long-term effects of loyalty strategies based on NPS.

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