Net Promoter – More than a Metric

Social media and the Web have elevated the power of word of mouth. With the click of a mouse customers can broadcast their experience with your brand. It’s important to know how you measure up in the eyes of your customers, but it’s even more important to understand what drives their loyalty and what you can do to improve the customer experience. Calculating your Net Promoter Score is an important first step, but what’s really important is what you do to improve your score.

The Discipline

Satmetrix collaborated with Fred Reichheld to develop the Net Promoter Score. Our initial goal was to identify a loyalty metric with the strongest linkage to financial growth. Net Promoter IS that metric, but in the years since its development, we’ve come to understand there is much more to Net Promoter than just the score.

The reality is that Net Promoter is both a loyalty metric AND organizational discipline. However, simply measuring your score does not lead to success — it’s the actions your organization takes to improve the score that generates results. For the greatest chance of success, you need to follow an associated discipline to actually drive improvements throughout your organization, create more loyal customers, and drive growth.  

Satmetrix Technology Strengthens your Net Promoter Program

To support a successful program, you need leadership commitment from the top, the right business processes, and technology infrastructure from Satmetrix to effectively capture your customers’ feedback, identify what you need to do to improve the customer experience, and distribute relevant information to employees so they can follow up with customers. Our technology, combined with our expertise, packs a powerful one-two punch when it comes to delivering on the promise of Net Promoter.

Learn more about our Net Promoter Operating Model and
the elements of a successful program.