Recent analysis of Net Promoter Score® data from one of our clients indicates that NPS is almost three times more sensitive at predicting customer churn than customer satisfaction. In addition, Detractors are 1.5 times more likely to terminate than Promoters.
nib health funds is one of Australia’s leading and fastest growing health funds. As an organisation, nib has embraced the Net Promoter Score process. They have integrated transactional measurement of NPS into the Customer Care Centre and other key customer touch points using the CustomerGauge NPS data collection and reporting system (full disclosure: we sell the CustomerGauge system in Asia). [Read more…]