What is Net Promoter?
Net Promoter® is both a loyalty metric and a discipline for
using customer feedback to fuel profitable growth in a business.
The Net Promoter Score, or NPS®, is a straightforward metric that
holds companies and employees accountable for how they treat
customers. Employees at all levels of our organisation
understand it, and it drives customer- centric change and
Net Promoter programs are not traditional
customer satisfaction programs, and simply measuring ones NPS
does not lead to success. Companies need to follow an associated
disciplines to actually drive improvements in customer loyalty and
enable profitable growth. They must have leadership commitment, and
the right business processes and systems in place to deliver
real-time customer-focussed information to employees, so they can
act on customer feedback and achieve results.