Since 2004 we have been helping our clients implement NPS in their organisations and we have a wealth of best practice experience and tools.
See our extensive collection of Net Promoter articles and best practice posts or specific services below.
Best Practice Net Promoter Score Implementation process
Implementing is not as easy as adding a NPS survey to your business. Genroe has developed and refined the Best Practice Net Promoter Score Implementation process with a range of large and small, B2B and B2C organisations.
The comprehensive implementation process includes a series of planned program steps and workshops to deliver not just a new measurement but also the change management needed to make NPS a success.
Read more about the Genroe Best Process Net Promoter Score Implementation process
Software To Collect, Report and Analyse Data
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 data collection, reporting and analysis tool that takes this complex process and makes it easy to run.
High Value Business to Business Net Promoter
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 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.
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
Net Promoter Benchmark Services
We are often asked “what is a good NPS Score for my industry” or if we have any NPS benchmarks for “industry X” that we can use.
So we also offer a range of company benchmarking services for our clients.
Read more about Net Promoter Benchmark Services
Hear What our Customers Have to Say
“…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.”
Customer and Market Insights Manager,
nib Health Funds
“Wolters Kluwer brought Genroe into the organisation to deliver on a requirement to connect with customers more closely and frequently; we chose to implement transactional NPS.
In this process Genroe offered a level of expertise and best practice in NPS implementation, providing clear business insights and excellent project management. With the initial project delivery we obtained clear and detailed customer information on a scale previously unobtainable in our organisation.
I would recommend Genroe based on both the success of our NPS project and the professionalism in which it was conducted. They have provided a sound platform for Wolters Kluwer to develop a world class customer experience program, the project is already delivering results and we fully expect this to continue into the future.”
Asia Pacific NPS Project Lead