Calculating Net Promoter Score with Microsoft Excel

If your Microsoft Excel kung-fu is a little rusty, calculating your Net Promoter Score can seem intimidating. But worry not … it’s a lot easier than you might think!

Performing Driver Analysis in Microsoft Excel

Many Net Promoter programs start as small pilot programs without large investments in systems and infrastructure. This can put Net Promoter novices into a catch-22 situation — they can’t obtain the budget for more robust tools until they demonstrate…

Your Customer Survey is Bad, and You Should Feel Bad

Rob Markey is a loyalty rock star.

Not just because he’s the co-author of The Ultimate Question 2.0, one of my favorite business books of all time.

Elements of a Successful Net Promoter Survey Invitation

One of the keys to success for your Net Promoter Score program is generating a high response rate. Unlike many other customer feedback frameworks, Net Promoter is designed to emulate a census, with target response rates of 50% of…

The Net Promoter System on a Napkin

Therefore, since brevity is the soul of wit,
And tediousness the limbs and outward flourishes,
I will be brief

- William Shakespeare, Hamlet

What is Net Promoter?

What is Net Promoter?

Net Promoter is a methodology for measuring customer loyalty. It was developed jointly by Fred Reichheld, Bain Consulting and Satmetrix. Net Promoter was first introduced by Reichheld in an HBR article entitled “The One Number You Need to…

Accounting for Customer Experience

A recent report by the Temkin Group found that only 17% of respondents believed that the executives at their company regularly prioritize long-term customer loyalty over short-term financial results. (Full report available here)

The Role of Human Resources in Creating a Customer-centric Culture

Through professional networking, past work experience, and happenstance, I’ve met many leaders who serve as their company’s top-ranking executive focused on customers. When asked about their priorities, creating a…

3 Easy Steps to Calculating Net Promoter Score

Calculating your Net Promoter score is easier than you may think. Here’s an illustration that shows the three easy steps you take to calculate your NPS.

How Marriott made me a rabid Promoter for the price of a bottle of water

I am, as they say in customer loyalty circles, a Promoter of the Marriott chain of hotels.

Last year alone I spent over 60 nights in Marriott hotels, enough to earn my gold status…