Simply stated, NPS is an answer to only one question - "What is the likelihood that your customers will promote your company, product or service to someone they know?"

This metric reveals three classification of customers -

1. Promoters are customers who will continue buying and actively promote your product / services to people they know

2. Passives are satisfied customers but are indifferent and will switch to your competitor if the right opportunity presents itself

3. Detractors are unhappy customers stuck in a bad relationship

Net Promoter Score (NPS) signifies the percentage of Promoter customers an organisation has as compared to the Passives and Detractors.

Increasing Profits By Increasing "Promoter" Customers

Once NPS has been ascertained, we help our client increase their NPS through a series of initiatives aimed at "increasing profitability by increasing value for customers". These initiatives at a high level comprise of three steps:

• We link Net Promoter Score to profit and growth areas within our client's organisation.  We call them Customer Value Streams (CVS). CVS signifies areas within the business where an improvement in operational performance will result in a significant financial return for our client and simultaneously increase "perceived value" for their customers.

• Next, we help our clients, incrementally improve operational performance of CVS areas using a world class methodology. Each incremental enhancement to a CVS area delivers a significant financial return and simultaneous increase in value for their customers.

• Finally, we establish operational systems that support and sustain the financial returns and increase in customer value realised through performance enhancement of CVS areas.

Curious to find out how the preceding results are achieved using a low risk & high gain model with short lead times to ROI?  Click here to read on.