There are six key requirements for successfully implementing Customer Feedback or Net Promoter that you need to keep in mind as you launch the process.
Senior Management Buy-In
Firstly you must have buy-in from senior management. Getting a Net Promoter program up and running takes cultural change across the organisation. It also takes internal (staff) resources, budget and the commitment to follow through on delivery.
If you do not have support from senior management (up to and including the business manager or CEO) then you will struggle to succeed beyond adding a question or two to your customer survey.
If they are not already on-board you will probably need some business value based case studies to show what is possible. Lots of links between NPS and business value have been made but the case studies can be difficult to find.
However, we have collected a range of real world statistics from different industries for just this purpose. So if you need ammunition check out this post of Net Promoter Case Studies and Success Stories.[Read more…]