NPS is a familiar concept for anyone engaged with customer contact. Who are your company’s ambassadors? Who are your detractors, and which of your customers are passive? Sure, you’ve heard all this before. Management consultants at the world’s most prominent firms all stress the importance of keeping track of the NPS rating. However, is this just one in a series of metrics we’re told plays a key role in identifying profitable customers, or is there a point to asking “the ultimate question”?
In this white paper, you can learn about:
- The background to NPS.
- How the NPS rating is calculated.
- What is meant by promoters, passives and detractors?
- How can you follow up these different groups?
- Boosting profitability by following up NPS.
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