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

New Study Examines Financial Impact of Brand Experience in the Wireless Industry

By Randy Saunders

This week Satmetrix released a study that explores the relationship between Net Promoter® and Word of Mouth in the business-to-consumer wireless Industry.

Net Promoter is a discipline that provides a proven approach for measuring and improving customer loyalty. The Net Promoter Score compares the number of “Promoters” (those who are highly likely to recommend a company and/or its products) to the number of “Detractors” (those who are unlikely to recommend a company and/or products) within an organization’s ... Read More

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