You’ve heard about it, you’ve researched it, and you like what you hear.
Properly implementing Net Promoter Score in your organisation will yield very powerful business results. But between wanting and doing, there are key steps that need to happen for you to be successful.
The first critical thing you need to know is that NPS® is not a metric, it is a process. Adding the Would Recommend question to your current customer survey or emailing a SurveyMonkey survey to all of your customers is not implementing Net Promoter Score. [Read more…]