Net promoter score measures likelihood to recommend rather than whether or not client expectations are being met over the course of a project or relationship.
Research, relate, and react to promoters so they become a referral source for more business within their own company and with their connections at other companies.
The Net Promoter Score (NPS®) measures the willingness of clients to recommend your firm’s service to their peers. It is typically used as a proxy for gauging your clients’ overall loyalty to your firm and your brand. Many Client Experience (CX) and Voice of the Client (VoC) programs incorporate NPS. The founding principles of NPS […]
Has this ever happened to you? One of your clients says, “I’ll be happy to refer you to my colleague. You and your team have done a terrific job for us.” And then, NOTHING happens. Did they change their mind? Did they forget? It feels awkward to ask them why they haven’t followed through. On […]
Implementing a customer feedback program gives your firm a tool to identify and quantify your raving fans. It also keeps your firm (and your customers’ appreciation for what you are doing for them) top-of-mind.