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Learning if customers endorse you and why

NPS calculations with IIC

As part of the IIC assessment we have been measuring both customer and employee Net Promoter Scores® (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 developed NPS® as the primary measure of a company's "growth engine".

The Ultimate Question is ‘How likely are you to recommend the company to a friend or colleague?’ In a similar way to other Investor in Customers' assessment questions, this requires an answer giving a score out of 10. Scores of 6 or below are deemed detractors (or negative), 7 & 8’s are neutral, and 9 & 10’s are promoters (endorsing the brand). With the NPS calculated as the percentage number of promoters minus the percentage number of detractors.  So your NPS could be anywhere between +100 and -100.

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 feedback designed to improve the customer experience, raise the profile of customer loyalty within a business and deliver sustainable, profitable growth.

For a number of clients, IIC run a Net Promoter® programme in addition to their IIC assessment to monitor how NPS changes over time and to measure the effectiveness of individual transactions as well as strength of relationships. Alternatively, IIC can analyse an existing NP programme as part of the action plan resulting from an IIC assessment.

For more information:
*Net Promoter®, NPS®, and Net Promoter® Score are trademarks of Satmetrix System, Inc., Bain & Company, and Fred Reichheld.

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

CX assessment for small to medium size organisations

CX assessment for medium to large size organisations