[dade_]

Companies with a promoter level score during the pandemic grew their business. There is a direct correlation between a promoter NPS and revenue growth. The percentage of companies that now provide a promoter level service is now over 20%, up from 13% before the pandemic. The percentage that are rated a detractor level score also grew to nearly 50%. These org’s revenues either shrank or stagnated. This is an existential issue for organizations, not a nuisance KPI.

Companies that are leaders in NPS are leaders in employee engagement. This post sounded pretty frustrated with an employer/contract…

NPS is a measure of past experiences, it isn’t a GPS navigation system to improvement. It is also 1 question, so it is the most simple to collect. However even this gets screwed up all the time. Interfaces such as a telephone where 10 can be measured as the first digit 1, or PIN pads where they are a nuisance to a customer when in a hurry to pay and missed when paying with NFC.

Understanding negative NPS is like understanding a traffic ticket with no other data. Why did I get a traffic ticket? Well, what did or didn’t you do and how fast were you doing it? Were you a jerk to the cop? Was the cop stressed by something else that day?

To be a leader in NPS is an organizational effort, not the result of divining an insight from a few survey answers. Ideally, customer journeys maps have been developed and problem areas are self evident before an NPS score arrives.