2007 Customer Satisfaction NPS 
Customer Bliss
APRIL 11, 2017
Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He He arrived at that role in October 2007.) In the early days of NPS, it “hadn’t passed the CFO test.”
Beyond Philosophy
NOVEMBER 10, 2014
Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. Keeping Customers results in a high increase in value. So, there you have it.
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Bob Hayes
MAY 7, 2018
The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems. NPS Background. NPS Methodology.
Bob Hayes
MAY 7, 2018
The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems. NPS Background. NPS Methodology.
Customers Rock!
APRIL 14, 2010
I hope we can all agree that delivering a positive customer experience is the key to building customer loyalty and achieving financial success. Now, it’s likely that the CEOs of customer experience laggards will tell you that their companies strive to deliver an outstanding customer experience. Image credit: TommL ).
Retently
SEPTEMBER 17, 2018
Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. According to NPS Benchmarks , Apple’s NPS score in 2017 was a resounding 72 , which is significantly higher than the average NPS score of the consumer electronics industry.
Retently
MARCH 23, 2023
You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers. Ready to start?
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