“How likely are you to recommend us to a friend or colleague?”
This is a common question we encounter in many surveys. While it may seem like a simple question, it’s important to calculate the Net Promoter Score. It’s now used by more than 2/3 of Fortune 1000 companies and aims to measure customer loyalty. NPS also seeks to understand “Why?”. It allows customers to articulate what is most important to them. Their comments give context and depth to the score received.Continue reading
Every business should be actively tracking its progress. They should be measuring where the business is, relative to where it has come from and where is it going. Over time, this data will tell a story and guide your strategy. It’s important to understand what business metrics are most important to tell that story and how you need to collect the data to build them.