Net Promoter Score consulting that drives growth - not a quarterly report.

What Genroe’s NPS Consultants Do: From Business Case to Action

This is what we do in a Genroe NPS consulting engagement. We design, run and fix Net Promoter Score programmes so customer feedback turns into action and revenue, not just a quarterly number.

There are seven tasks in a successful NPS programme. Most clients need our help with only some of them. Most tasks link to the detail further down this page.

1. Build the business case. We quantify what NPS is worth to you in sales, retention and cost to serve, and help you secure an executive sponsor. See how to build an NPS business case.
2. Set up governance and change management. We work with you to define who owns NPS, how results are reviewed, and what teams are expected to do with them. See NPS implementation.
3. Map the customer journey. We guide you in choosing which customers and touchpoints to survey first, based on where the value is. See customer journey mapping.
4. Design the survey and data collection process. Relationship or transactional, email or SMS. For high value B2B accounts, we add interviews and phone calls. See high value B2B feedback.
5. Select and implement the software. We are CustomerGauge’s exclusive Australian partner, and help you automate the whole process, from survey invitation through reporting to closing the loop. See CustomerGauge.
6. Build reports that drive action. We show you how to build reports that do more than show a score - they prioritise action.
7. Close the loop and fix root causes. We help you design a closed loop process that can lift NPS by around 10 points. Then we train your teams in root cause analysis. See root cause training.

Where Clients Start

• Starting from scratch: all seven, in order. Our NPS implementation process sets out the sequence.
• A programme that has stalled: start with the NPS programme review, which shows where yours differs from best practice.
• Choosing software: start at step 5 and build the rest around it.
• Comparing consultants: our guide to how to choose a Net Promoter Score consultant sets out the questions to ask, including of us.

Dozens of NPS Programmes Built Over 20+ Years

Genroe Net Promoter Score consultants have helped dozens of organisations to set up and run this business changing approach.

We have a wealth of best practice experience and tools and team these skills with a range of tested and proven roll-out methodologies to maximise success.

See our extensive collection of Net Promoter® articles and best practice posts or specific services below.

NPS Implementation Needs Change Management, Not Just a Survey

Genroe’s Proven Best Practice NPS Implementation Process Lowers Risk and Speeds Time to Value Creation

Implementation is not just adding the NPS question to your existing survey.

Your organisation must be ready to receive and act on the information as well.

Genroe has developed and fine tuned our Best Practice Net Promoter Score Implementation process with dozens of large and small, B2B and B2C organisations.

The process includes a detailed rollout programme and co-design workshops to deliver not just a new KPIs but also the change management needed to drive business improvement.

CustomerGauge NPS Software, From Its Exclusive Australian Partner

CustomerGauge is an end to end, integrated, monetised Net Promoter Score system for data collection, reporting, analysis and action.

• Start saving unhappy customers within hours of using CustomerGauge.
• Uncover actionable customer loyalty insights within days of using CustomerGauge.
• Generate deep understanding of customer loyalty drivers within weeks of using CustomerGauge.

If you want to use the Net Promoter Score process to drive customer loyalty in your organisation, CustomerGauge is a proven, fast and effective way to make it happen.

Genroe is CustomerGauge’s exclusive Australian partner.

High Value B2B Accounts Need More Than an Email Survey

Often in a business to business context the depth and complexity of the customer relationship requires more than an email survey.

The Genroe High Value B2B Customer Feedback Process incorporates Net Promoter approaches in a multi-layered approach that includes face to face and telephone surveys to deeply understand customer drivers.

An NPS Programme Review Maps the Gap to Best Practice

If Your NPS® Isn’t Improving, Change Your Approach

There are systems, skills and approaches that organisations must use to be successful when implementing Net Promoter. If those systems, skills and approaches have not been implemented the chance for success is low.

The trick, of course, is to understand clearly what the successful companies are doing so you can copy their approach.

Genroe have been helping customers to implement Net Promoter programmes for 20+ years. We have seen what works and what doesn’t right up close.

We’ve researched how the best companies, locally and around the world, operate.

The NPS Program Review and Diagnostic pulls all that knowledge together.

It clearly shows you the gaps between your approach and the best practice. It also tells you how to close those gaps.

It’s a roadmap to success.

External NPS Benchmarks Only Help When They Are Comparable

Organisations often want to know “what is a good Net Promoter Score” or more specifically “is my NPS good”?

There are many good reasons to be wary of external NPS benchmark data but sometimes it is needed.

Genroe offer a range of company benchmarking services that enable clients to compares their scores with relevant and effective external Net Promoter benchmarks.

Root Cause Training Can Deliver Improvements in 3 Weeks

Turning customer feedback into action is difficult.

Sure some responses are easy to fix but once they are done, it gets hard.

By taking just the critical tools, and coaching your team in their use, you can be making dramatic improvements in your business in just 3 weeks.

The secret is to focus on root cause analysis and action planning so you can start improving your business quickly.

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