If you are looking to implement an effective Net Promoter® program in your organisation, Genroe’s NPS® Practice provides the services and tools to ensure your success.
We have substantial experience in NPS implementation, and started helping our clients to use Net Promoter Score way back in 2004.
The Net Promoter Score calculation is quite straightforward (download our free Introduction to Net Promoter Score for details). It is how you apply the Net Promoter Score approach that will make your NPS program a success. Knowing the best way to implement NPS in real businesses is the skill that we bring to your project.
Services and Solutions
Our Net Promoter practice area delivers a full suite of services and tools to assist you to design and implement a successful Net Promoter program:
Best Practice implementation services
Genroe has developed and tested the Best Practice Net Promoter Score Implementation process with a range of large and small, B2B and B2C organisations.
The Best Practice process includes a series of detailed program steps and workshops to deliver not just a new measurement but also the change management needed to make it a long term success.
Read more about the Genroe Best Process Net Promoter Score Implementation process
Software tools to collect and manage data
Sending out a one shot customer survey is easy but to create an on-going data collection and analysis process requires the right tools. Genroe resells CustomerGauge, a best of breed Net Promoter Score data collection, reporting and analysis tool that takes this complex process and makes it easy to run.
Customer feedback services to collect and analyse the data
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.
Read more about the Genroe High Value B2B Customer Feedback Process
Root Cause Analysis and Action Training
Turning customer feedback into action is difficult. Sure some responses are easy to fix but once those ones 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.
Learn more about our Root Cause Analysis and Action Training
Net Promoter Success Diagnostic
Not happy with the ROI from you Net Promoter program? Can you put your hand on your heart and say that you are getting great value from your NPS program? No? You’re not alone.
Smart companies dive real business value through collecting and using Net Promoter (Zappos, Apple, American Express, Amazon), in fact they become renowned for it. Others just waste their money (no names needed here).
Read more about Net Promoter Success Diagnostic
“…We first began working with Genroe to streamline and refine our Net Promoter Score program. We had long lead times to make any changes internally to our survey design that proved difficult when we were still in the process of learning, we needed to be able to make changes as we learned more and wanted to implement new ideas. I can not promote Genroe enough, they have gone above and beyond in helping us and have delivered a flexibility to our program that really suits out needs.”
Renee Farnham, Customer and Market Insights Manager, nib Health Funds
9 Reasons to Choose Genroe for NPS
1. Change management + Technology
Genroe provides the NPS centric change management services to ensure that you set up the NPS process correctly the first time. CustomerGauge provides the data collection, reporting, analysis and action technology to enable the process long term.
2. NPS centric technology
The software tool we use, CustomerGauge, is NPS centric and optimised for NPS management. It is not a generic survey tool, configured to perform NPS work.
3. Fast implementation
With CustomerGauge, an out of the box, SaaS, NPS solution, we can have a system configured and running within three weeks, faster if required.
4. Low client staffing requirements
As client are only require to design the configuration of the system, which we fully support with well tested workshops, not ground up design, the load on your staff is limited to a couple of configuration workshops that we will facilitate.
5. Low operating costs
When performed manually, transactional NPS is a labour intensive process. The CustomerGauge system automates the entire data collection and reporting process leaving you free to focus on identifying underlying business drivers and driving value adding change in the business.
6. Deep and local knowledge of Customer Feedback
Genroe are a customer feedback specialist with deep knowledge of the best practices in this field from a B2B and B2C perspective.
7. Deep and local knowledge of Net Promoter Score
Genroe have been helping clients with NPS since 2004. We have a deep knowledge of this area and have published many best practice articles on NPS.
8. Australian User Group
The ability to interact live with, and learn from, other local companies on their experiences is made possible through regular (6 monthly/annual) user group sessions.