Improving Net Promoter Scores

Improving Net Promoter® Scores

  • Four factors influence ‘recommendation’
  • Focus on what is behind the Net Promoter Score – not the number itself
  • Understand what is creating Detractors – and reduce or eliminate
  • Understand what is creating Promoters – and do more of it
  • Detractors are – in general – driven by pricing or shortcomings in processes, essentially being difficult to do business with
  • Promoters are created – in general – by being easy to do business with and customer-handling staff going the extra mile