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December 02, 2008
Your NPS experience
Do you use Net Promoter Score at your organization? If so, how has it changed your company, if at all?
I'm writing a piece for a journal, and I'm interested in first-hand experiences with NPS. If you want to share yours, comment here or send me an email to ben -at- benmcconnell.com.
Other blogs that reference Your NPS experience:
I have experience at implementing NPS at two different major corporations, worldwide. I even had the opportunity to work with Bain & Co during the last implementation. I think there are definite pros and cons to the measure, which I think has been shared exhaustively in other posts/blogs. I will say this though - it really comes down to understanding your customer, your strategy and your marketplace and then tailoring your implementation and program to suit that.
Ben, if you are not familiar with netpromoter.com, you may want to visit here: http://www.netpromoter.com/site/casestudies/index.jsp
Several companies including Symantec, LEGO, GE, eBay and others that have shared their stories Net Promoter at the annual Net Promoter conference. Satmetrix produces the conference and manage the Net Promoter community. If we can be of assistance in connecting with these companies or obtaining further insight into Net Promoter, feel free to contact me directly if I can be of assistance.
Deborah Eastman
Chief Marketing Officer
Satmetrix
Tabitha -- Thanks for commenting. My primary interest is in knowing if NPS is viewed typically as a better, simpler measurement tool, or if it's had the affect of helping transform companies.
I am convinced that NPS works, and am in the process of devising a strategy to implement a NPS system at a global company. What I am not convinced about is the methods of implementation available. Any thoughts on that?
We host Customer Feedback surveys for mostly franchised restaurants and use the NPS methodology to compare the feedback results among locations. (http://www.thatsbiz.com)
What we have found valuable with NPS is the emphasis on short surveys incorporating the "Ultimate Question" that can be completed by customers quickly. It is a challenge to get customers to take the time to provide feedback. Our sixty-second survey gets individual owners more feedback and the ability to react to customer issues more quickly.
Franchisors like the ability to compare NPS scores among locations. They still do not capture enough feedback data per location to make analysis statistically valid. We have been told by our customers that generally high location NPS scores correspond to the more successful franchisees.
We have discovered an interesting correlation looking at the data across hundreds of completed surveys. Nearly 100% of the time that a customer has provided additional positive comments about the "friendliness of service" they have rated the location 9 or 10 on the "Ultimate Question".
Dave Gonynor
CEO
Thatsbiz
Hi, I'm the director of Customer Experience Management at Symantec and we've been using the NP score as a loyalty metric for 4 years - most actively in the past two. We have found it to be incredibly useful in galvanizing leadership and employees to re-focus on customers, using their voice to help us determine what they perceive and value about their relationship with us. It is one of the key measurements our CEO uses to determine our success. One of the best aspects of the score is that it is intuitive and simple, allowing it to be easily communicated. If properly utilized it can be very motivating as well. More importantly we use a full compliment of programs and activities designed to create alignment and enable employees to prioritize and take action. I would say that it truly is having a transforming effect on our company.
Hi, I am a Subway franchisee and have been using the company Promoterz.com for the past 3 months. This has been a great way to get in touch with my customers and find out how they really feel about us. This program allows them to give me direct feedback, refer our store to friends by sending them a coupon. It has also obtained a great database of my best customers and we reward them with special coupons once a month. Word of mouth is the best most cost effective advertising that I know of and this has helped me create a buzz about my store.
oDesk attributes a lot of its growth to incorporating NPS feedback (see our growth chart in the oConomy page: https://url.odesk.com/h1nu0.)
We review NPS scores and comments on a monthly basis and analyze the data to help us prioritize operating initiatives.
Orie Zaklad
Sr. Marketing Manager
oDesk Corporation
NPS is a great advancement for the field of customer loyalty research. However, there are several limitations that I have outlined in a trade publication for the home building industry that might be of interest to you. See link at end of this post
AVID Ratings development team worked to overcome these limitation in our web based surveying and reporting tool. Ultimately, I believe there is more than just an "ultimate question" that can predict company success. Your book ties into why its more complicated than a simple question (whether a buyer would refer)... it's about their experience and feelings that a company creates with its customers that will predict success. Clearly this is more than what a single NPS can predict.
check out the article at:
http://www.housingzone.com/probuilder/article/CA6522850.html
Paul
having researched and worked with feedback management, and as an original developer of the concept of EFM, I can tell you one thing about NPS: it works simply by adoption. by using a common metric, whether it is the net promoter score or the number of successful visits to a location, nd rallying behind it we have a common benchmark that everyone can use and reference.
does it do anything other than that? no, it does not. it does not offer any more insight into customer behavior or loyalty than any other one. it is the most hyped one and widely recognized, but that is all it is. if tomorrow we decide to ask whether they would spend $100.00 more in the next year with us, and call it the $100.00 score, and we all adopt it it will be the same.
bottom line: nps works as long as it is adopted by many, and they believe in it. you will notice that most people who tout and exalt nps have just only implemented a feedback model. nps is what led them to implement a feedback model -- and that is what actually works.
feel free to reach out for more if you need it. i have countless cases and experiences on both sides of nps.
I've implemented NPS at several companies. While there may be debate on whether or not NPS gives the company sufficient information to predict success, I've found that NPS is a very valuable tool in driving organizational focus on customer service. As a pure feedback mechanism, the companies I've worked with review the scores on a quarterly basis and use the comments to make improvements. At the end of the day, it's up to the company who uses NPS to take action.
