SOLUTIONS | KEY ACCOUNT MANAGEMENT | NPS ®
Net Promoter Score
®
One question that provides limitless insights - simple to ask, simple to answer.
NPS® is the #1 predictor of future growth. It's the one statistic that gives you a complete picture of how your customers view your company. Achieve profitable growth, identify opportunities, and protect your revenue while uncovering training gaps and building a stronger brand.
Updated follow up questions reflecting the impact of COVID-19 added:
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How do you anticipate the volume of business in the next year with [Company} to compare to pre-COVID levels? (Lower, About the same, Higher, Uncertain)
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As business has changed as a result of the COVID environment, what is the most important thing [Company] could do to better partner with you?
How likely is it that you would recommend [company] to a friend or colleague?
% of Promoters - % of Detractors = Net Promoter Score
®
*Net Promoter, Net Promoter System, Net Promoter Score, NPS, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld, and Satmetrix Systems, Inc.
According to a recent comprehensive survey conducted by NPS Benchmarks,
customer-centric actions like establishing a NPS program and closing the loop can lead to an increase in retention by 5% and nearly a 3x ROI.
"Butler Street's NPS® program gave us the opportunity to objectively measure and establish a loyalty benchmark - and through focused actions, improve our score by 23% this year. Because of this effort, we are posting industry-leading growth year over year."
Benefits
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Increased EBITDA
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Increased Client Retention
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Clear Client Risk Assessment
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Cross-Selling Opportunities
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Development of Referrals
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Innovation Opportunities
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Data/Analytics for Strategic Planning
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Acquisition Effectiveness