Best Practice Net Promoter Score Implementation

Implementing a new business metric is not so difficult really. Send a survey, write a report and presto you're a Net Promoter company. Actually, it's not quite that easy, as you may have guessed.

Collecting the Net Promoter score information is just the starting point for driving value from this very successful approach. You will also need to implement change management approaches within your organisation and have the right governance processes in place. It doesn't have to be complex but it does have to be done if you want to drive customer loyalty with NPS.

Rather than starting from a blank slate, Genroe bring a series of tried and tested workshops, reviews and best practice recommendations to your Net Promoter Implementation process. That ensures that you get up and running in the shortest possible time and without costly (from a time and momentum perspective) mistakes in the process.

Program Content

The following areas are included in the Best Practice approach. This can be a pick-and-mix approach in that you can have Genroe help you with some parts and perform other's yourself. In fact this is most often how clients purchase these services.

This may seem like a lot of work and, at first glance, not necessary however, after implementing Net Promoter for over 11 years we know that if organisations miss one or more of these steps, long term the Net Promoter approach will drive the level of value creation that is truly possible.

Initiate

Initial executive commitment and create initial program governance structures

Customer Strategy and Context

Initial Customer strategy work: Which Customers, Which touch points, Which key opportunities, Who needs to be involved?

Listen and React

Design and implement data collection and closed loop feedback processes including front-line React process.

Quick Wins

Demonstrate the value of the program with quick wins

Big Bets

With the process validated, move on to larger opportunities

Operationalize

Operationalize the process within the organisation for ongoing improvement

More Information

Thought leadership

Adam Ramshaw, Founder of Genroe, has written extensively on Net Promoter Score and successful implementation. Head over to the Genroe 1to1 Blog for a list of Net Promoter articles.

• Sources: Adapted from "Answering the Ultimate Question: How Net Promoter can Transform your Business", Brooks, Lara, 2009