Make your customer sentiment surveys better, don’t scale them back; and ask “is there anything we could have done to make your experience more exceptional?” Great insight from Net Promoter System (NPS) creator Fred Reichheld.
Fred also argues that our 2020 COVID-19 pandemic is a time for companies to pause and reflect on the future, “what will they stop doing? Were their old goals and aspirations enough?”
“The Net Promoter Score® helps companies improve their human footprint by clarifying how they affect the lives they touch, of both customers and employees,” Fred says.
At least two thirds of the Fortune 500 employ a Net Promoter Score program. It is, by far, the most popular sentiment measuring tool.
Fred says companies use NPS to try to establish how well they are treating their customers and employees.
“This moment presents an opportunity for all of us and all companies to reconsider our primary purpose, to get back to core principles. The pollution of ‘habit’ and the apparently ‘urgent’ has been cleared aside.”