Measuring Customer Satisfaction Using Net Promoter Score

We have just completed our first pass at measuring customer satisfaction on a consistent basis across our business, and the results have been fascinating.

We chose to use the Net Promoter Score approach developed in the USA, which is now widely used across many industries and countries. We wanted to have a simple and quick way of understanding how customers are feeling about the service we give them, and the NPS approach seemed to fit the bill perfectly.

As well as the standard question “How likely would you be to recommend us to a friend or peer, using a scale of 0 to 10?” we also decided to ask “Can you tell me what the main reason for giving that score was?”. This, we believed would tell us the reasons why a customer is either happy or dissatisfied with us.

Following a successful trial in summer 2008, we decided to go live in Q4 2008, and we have now captured information from over 25 countries around the world.

Our early analysis seems to say that our customers are pretty happy with the service we are providing, with a Divisional score of 40 overall. We are still getting to grips with all the data we have, so keep an eye out for more updates.

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