NPS IS ”THE GOLD STANDARD”
For companies who wants to convert customer experiences into profitable growth
NET PROMOTER SCORE
“We only have two sources of competitive advantage: the ability to learn more about our customers faster than the competition and the ability to turn that learning into action and profits faster than the competition”
Measure the customer experience every day and build a customer focused culture where the customer always is the focal point.
The NPS system gives you unique knowledge about your customers, which quickly can be implemented and integrated with your Enterprise Resource Planning system.
NPS is developed by Satmetrix Systems, Inc., Bain & Company, Inc. and Fred Reichheld. It is an open method that can be freely used by anyone. The method is a documented way for increasing your growth.
An easy solution – only one question asked:
”How likely is it that you would recommend us to your family, a friend or colleague?”
The answer is given on a scale from 0 to 10. When calculating the NPS, the scale is divided in detractors (0-6), passives (7-8), and promoters (9-10).
The NPS is then calculated by subtracting the share of detractors from the share of promoters. The result/NPS thereby varies from -100 to 100.
CUSTOMER FOCUS IS MOTIVATING
The extra that creates the customers willingness to recommend, is a result of the employee’s dedication.
NPS MADE OPERATIONAL
<p”>Obtaining success using the NPS approach is depended upon an efficient feedback system – a reporting platform that creates insights, dedication and actions among the employees.
Get your results online and real-time through our user-friendly dashboard, developed by CustomerGauge.
Our system is developed specifically for anchoring NPS in organizations – a tool which gives the overview and makes the results available across the organization through differentiated user access.
NPS is about optimizing systems, processes and competencies, in a way that support the customer experience.
BENEFITS USING NPS
Widely usedAn internationally accepted standard for measuring customer loyalty.kundeloyalitet.
Based on scientific facts that couple NPS and economic growth.
Easy to set and follow-up on future goals.
Easy to communicate in the organization.
High response rate
Easy for the customer to answer (only one question).
Instrument for creating better customer experiences every day.
It is quick and easy to follow up on the feedback from the customer.