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.
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 program and co-design workshops to deliver not just a new KPIs but also the change management needed to drive business improvement.
Genroe’s ability to be hands on with all areas of our business, guide each area of our business through the steps of introducing NPS into our BAU through outstanding communication, was their greatest strength. GraysOnline has 2.3m customers and Genroe was a perfect partner to help us gain insights from our customers on what we can improve to make the GraysOnline experience better.
Genroe’s ability to be hands on with all areas of our business, guide each area of our business through the steps of introducing NPS into our BAU through outstanding communication, was their greatest strength.
We have now launched NPS, we do feel like we are still at the bottom of the mountain in terms of NPS being an effective tool to improve our business and not just be a one off project, however, having Genroe as a genuine partner of our business, gives us comfort that we can climb the mountain one step at a time, ultimately, including NPS being a BAU tool.
And this is the reason why we would recommend Genroe to any business that is looking to understand their customers more but feels like the mountain is too steep to tackle it themselves.
Read more “Michael Bray”
Absolutely have loved working with Genroe & the CustomerGauge team. They have been very supportive, above and beyond compared to any other business I have ever worked with Absolutely have loved working with Genroe & the CustomerGauge team. They have been very supportive, above and beyond compared to any other business I have ever worked with.
We’ve considered Adam Ramshaw as someone where it would always feel like we are his number 1 priority, with his availability and solutions second to none..
Read more “David Schekoske”
If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge. If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge.
The platform is cost-effective, uncomplicated and backed up by Genroe’s incredibly responsive local team who are always eager to provide support when required.
The Customer Gauge platform has enabled us to measure the end to end customer journey and make data driven decisions to drive operational improvements, resulting in substantial increases to our NPS scores and customer retention rates.
Read more “Peter Perla”
Sending out a one shot NPS survey is easy but to create an on-going data collection and analysis process requires the right tools.
Genroe is a value added reseller of CustomerGauge, a best of breed Net Promoter Score management platform.
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.
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.
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.
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