Does your company provide good customer service? They say that for every one customer complaint, there are 25-30 unhappy clients. John Donohoe, CEO of eBay, tied 10% of senior management’s compensation to Net Promoter Score improvement.
The Net Promoter Score, developed by Bain consultant Fred Reichheld, is a simple way to be proactive about identifying the level of customer service provided. Ask every customer, “on a scale of 1 to 10, would you recommend this company to a friend?” If the customer scores your company as an eight or higher, he/she is labeled a “promoter.” If five or less, then he or she is a “detractor.” Six and seven are in the middle.
What percentage of your customers are “promoters?”
