Net Promoter System (NPS)

THE CHALLENGE

While many executives talk about the importance of customer loyalty, there is a big disconnect between what CEO’s are saying and what customers are feeling about their companies. As a result, few companies are achieving the tremendous growth potential available through creating more “Promoters" enthusiastic customers who purchase more, stay longer, and recommend your company to their friends.

"When we recently surveyed 362 firms, we found that 80% believed they delivered a "superior experience" to their customers. But when we then asked customers about their own perceptions, we heard a very different story. They said that only 8% of companies were really delivering.

-Bain & Company study

THE SOLUTION

Measure and improve the customer experience to drive faster growth.

Imagine if every one of your teams or locations delighted 80% or more customers. What would that be worth?

Our Net Promoter System (NPS) helps companies:

• Accurately measure customer service for every team.
• Identify your strong and weak frontline leaders.
• Analyze and share feedback in simple, meaningful ways.
• Train and coach leaders how to delight more customers.

“We use FranklinCovey to measure customer service in our stores and have been extremely pleased with our results. Our scores have improved significantly and we have seen a strong correlation with delighting customers and sales revenue."

- CEO, Home Improvement Retailer