Most companies devote a lot of energy to listening to the
"voice of the customer," but few are very happy with the outcome of
the effort. Now, a growing number of companies are developing
effective customer feedback programs based on Net Promoter
Score® that they credit with strengthening their customer
relationships and helping to fuel the growth of their businesses.
Instead of building elaborate, centralized customer research
mechanisms, these firms begin their feedback loop at the front
line. Employees working there receive evaluations of their
performance from the people best able to render an appraisal-the
customers they just served.
In this 4-minute video, Bain partner Rob Markey describes the
Net Promoter Score® process. He explains how companies that ask
a simple question, "How likely are you to recommend the products or
services of this company to a friend or colleague?" can quickly
sort their customers into Promoters, Passives and Detractors and
calculate their Net Promoter Score. While the score is important,
the real power of Net Promoter is in follow-up interactions that
reveal why customers gave the scores they did and the front-line
learning, coaching, and process improvements that result from the
customer feedback.
