Net Promoter Benchmark Reports Highlight Customer Experience Leaders in Financial Services, Telecommunications, Technology and Online Services

by Randy Saunders

Satmetrix has published its 2009 Net Promoter Score (NPS®) rankings that highlight the customer loyalty leaders and laggards in 11 segments in the telecommunications, financial services, technology and online services industries.

"With the economy in turmoil, companies are focusing on customer experience and retention more than ever," said John Abraham, general manager of Net Promoter programs at Satmetrix. "These benchmarks give companies a way to compare themselves against other companies in key industries and understand who is best-in-class when it comes to customer loyalty and organic growth potential."

Here are some highlights from the new ... Read More

The Net Promoter Development Insight

By Dale Wolf

The Net Promoter Score, of course, is based on a single question: "would you recommend us to your friends and colleagues?"

I love the simplicity of this Net Promoter Score method. In the end, of course, it is only one of many questions we need to ask to understand our customers … but it is at least one question that should always be asked. And the answer to this question is a tell-tale sign as to whether or not we are creating customer advocates.

Buzz Canuck has ... Read More

The Richter Scale Debate on Net Promoter Scoring Rages On

My posting earlier this week regarding Net Promoter Scoring is not going down without challenge!

I cited a comment by Timothy Keiningham, senior vice president and head of consulting at IPSOS Loyalty, that has provided contradictory findings. Tim wrote back a firey fact-filled and passionate response that I felt should be presented as an article of its own … with that said, here is the other side of the debate:

Dear Dale –

I would like to respond to your comments regarding to the research I conducted with Professors Bruce Cooil (Vanderbilt University), Tor Wallin Andreassen (Norwegian School of Management), and Lerzan ... Read More

August 7th, 2007

1 comment

Dale Wolf

Net Promoter Score. To be or not to be? That is the ultimate customer experience question

By Dale Wolf

For now, I say the answer is "yes." Net Promoter Score will improve an organization’s transformation into one that sees customer experience as its main purpose. Advocates and growth will follow.

Net Promoter Score, a measurement methodology espoused by Satmetrix and Fred Reichheld, remains the Ultimate Question when evaluating customer advocacy. ‘In 2003, a Harvard Business Review article –The one number you need to grow’ – introduced the world to Net Promoter. Based around the idea that customer referral is the key metric, rather than the likes of customer ... Read More