A company’s customer support team is a vital asset. The team contributes significantly to the business’ success, because of how it helps in retaining customers. In addition, did you know that it’s much more expensive for a business to acquire a customer than it is to retain one?
Customer satisfaction is no longer the ultimate goal of companies in their relationship with clients. Going beyond the satisfaction level, % Net promoter score outlines how many of your clients would recommend you products and services.
Recently, the smartKPIs.com team has come across two very different data gathering approaches for the Net Promoter Score:
smartKPIs.com Performance Architect update 35/2010
smartKPIs.com contains over 5,000 KPI examples from 14 functional areas and 24 industries. A question raised by many is: ‘If you are to pick a handful, which ones would stand out?’
In a context where marketing practitioners strive to measure the performance of their efforts, the search for new, innovative and simpler, measures that would not only lead to relevant results, but would also require less complex approaches, is of topicality. Introduced by Fred Reichheld (Ritson, 2009), the Net Promoter Score® (NPS) promises to be one of the most popular and employed approach to measuring performance in marketing.