Certified NPS® Partner
As part of the IIC assessment we have been measuring the Net Promoter Score® (NPS®) for our clients since 2006. The Net Promoter® methodology, defined by Fred Reichheld in his book The Ultimate Question, is widely recognised as the key driver for companies wishing to increase revenue and profits through organic growth; Reichheld describes NPS® as the primary measure of a company's "growth engine".
However, realising the financial benefits from the Net Promoter® methodology involves much more than calculating a score once a year. It is better described as a closed loop system of customer/client feedback designed to improve the customer experience, raise the profile of customer loyalty within a business and deliver sustainable, profitable growth.
In 2012, IIC became a Certified Net Promoter® Partner, with our consultants completing the Net Promoter® Certification programme. As a result we are able to provide Net Promoter® consultancy services that enables our clients to establish programmes within their businesses that deliver;
- Increased average spend per customer/client
- Reduced price sensitivity
- Increased retention rates and repeat purchases
- Organic growth through increased and higher value referrals
- and recommendations
- Increased staff satisfaction and engagement within the business
Some clients will commission a Net Promoter® pilot as a follow up to their IIC Assessment[KW4] , others will engage IIC to develop a programme or advice on an existing programme without having an IIC assessment first. In either case, the objective of any Net Promoter® intervention is to enable your business to develop the knowledge, skills and processes to realise the benefits of increased organic growth for yourself.
*****Net Promoter®, NPS®, and Net Promoter® Score are trademarks of Satmetrix System, Inc., Bain & Company, and Fred Reichheld.