Are Your Customers Truly Promoters?

Net Promoter Score (NPS) is an innovative approach to measuring organizational performance by linking customer perceptions to growth and profitability. Net Promoter Score^® allows companies to track promoters and detractors and produces a clear measure of an organization's performance through its customers' eyes. Based on the work of customer loyalty guru Frederick Reichheld, Net Promoter^® provides a simplified method for measuring performance by capturing the net effect of customers who “promote” over customers who “detract.” Your Net Promoter Score^® (NPS^®), not only provides a metric for customer loyalty, but is a reliable indicator for future business growth.

How Can Agili-T Help your Organization Implement Net Promoter Score^®?

Although Net Promoter Score^® is conceptually straightforward, implementing it is somewhat more complex. Organizations face myriad decisions that impact the effectiveness of an NPS program. Who do you survey? Do you survey all customers or a sample? How do you ensure that your NPS scores are representative? What data-collection method or methods should you use? Do you ask only the NPS question or measure additional metrics relating to brand, operational or transactional performance, etc.? How do you segment your NPS scores in order to gain the maximum insight from your data?

Agili-T provides customers with guidance on all of these issues so that your NPS program is a success. We offer a full, turn-key NPS solution from planning and data collection to analysis and reporting. We use a standardized and proven methodology to ensure success.

Achieving long-term success with Net Promoter Score^®, however, requires not only calculating NPS regularly, it also requires a deep understanding of the nature of an organization’s customer relationships. Agili-T can take organizations to the next level by helping them capture and analyze customer feedback to better understand the factors that actually drive changes in Net Promoter Score^®.

NPS, Net Promoter, Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.