Fred Reichheld

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Comments

Katia Souza

I think NPS is just for company's service, not for industry.

Do you have any examples about NPS using in B2B markets?

Thank you
Kátia

Net Promoter Community

Numberous B2B companies are doing Net Promoter. Here are a few examples of stories from the Net Promoter Conference blogs:

From the London Conference: http://netpromoter.typepad.com/npc_london_2007/fred_reichheld/index.html

From the New York Conference:
http://netpromoter.typepad.com/npc2007/b2b/index.html

Rob Morris

We are contacting customers post-sale to ask NPS questions, but are having limited success getting any responses at all? We're phoning people and sending e-mails. What could we be doing differently to get a better response rate?

Net Promoter Community

Here is a Net Promoter discussion forum string on response rates (viewing/posting requires brief registration):

Survey return rate
http://netpromoter.groupee.net/eve/forums/a/tpc/f/2731073251/m/5981052062

NPS E-mail Subject Line
http://netpromoter.groupee.net/eve/forums/a/tpc/f/2731073251/m/3051075072

Using Incentives to Generate Response with NPS
http://netpromoter.groupee.net/eve/forums/a/tpc/f/2731073251/m/1401016912

Syed Muneeb-ul-Haq

What %age of your user base should you survey to get a reliable Net Promoter Score?

Jeanne Bliss

Rather than focusing on the outbound survey - think about the listening pipes that already exist within you communication with customers. For example; do you send customers a bill? How about adding one or two questions on the bill? What about asking one or two questions there? We've (unfortunately) sent out way too many surveys to customers and have diluted response rates. I bet you've got some naturally occuring communication opportunities where you can ask those questions. You'll be surprised how customers will respond! One very large membership company added two questions to their outgoing bill, for example, and are now receiving thousands of responses per month. This works!

Rae

My company recently informed us that they're going to implement NPS. After reading your book, I thought it was a fantastic idea. I've actually espoused many of the same basic principles for years, with little success. I've seen many ideas come and go, so it wasn't surprising to see the skepticism with which the employees viewed this new process. When I asked the Director and Regional President the following question, it was met with derision : "One of the basic tennants of the NPS process is to first make Promoters out of your employees. How do you intend to do this?" To this day, they've done nothing to address this step of the process. They want the employees to create Promoters, but have no intention of working with the employees, and get visibly upset when this is questioned. Could you say a few words to companies like this who want to pick & choose which parts of the process they want to adopt, and which they want to skip, and how this will affect the outcome and success of the program?

jpc

Practitioner using Net Promoter is just quality time management. Unfortunately we can’t always focus on promoters; B2B needs a game plan for the passives and detractors. Which good management allocates time for each group. http://hotcookies.net

Ericka Morton

I have been trying to find a reference online as to exactly how high your net promoter score can be. Essentially, what is the highest range and lowest range for scores? Is an 80 NPS an 80 out of a possible 100? Is the lowest score you can receive a negative (-)100? Does anyone know?

Net Promoter Community

Net Promoter Score is calculated by percentage of Promoters minus percentage of detractors.

Here's a link to a related page:

http://www.netpromoter.com/calculate/nps.php

Art Rome

Has anyone ever used the Net Promoter Score on an Employee survey? i.e. How likely is it that you would recommend "X" as a place of employment to your friends and family? Is the calculation still applicable or is it strictly for Customer Loyalty?

Net Promoter Community

Companies do you use NPS with employees. Find three examples from the recent Miami Net Promoter Conference at the link (blogs from the conference):

http://netpromoter.typepad.com/npc_miami_2008/b2e/index.html

Find more information on the Net Promoter discussion forum (viewing/posting requires brief registration process):

http://netpromoter.groupee.net/eve/forums

Go to "find" (search) and enter "employee" and a number of relevant entries will appear.

John Corr

I believe a lot of critics are focusing on whether Fred has chose a good book title (it's certainly catchy) and whether the strategy and its implementation actually works in business.

In my experience, if any of the following issues are of concern then you should take a close interest in the strategy:

- You have excessive customer churn
- Your acquisition marketing costs are too high as you need to compensate for excessive churn
- Your operating costs in call centres and service functions are too high
- You've run 'out-of-steam' in delivering cost reductions from your Six Sigma programme
- You are considering offshoring or outsourcing service functions - you can see substantial savings but you are unclear as to the service/ customer experience impact
- You want to increase upsell and cross-sell within your customer base

If you want to tackle any of these issues - Net Promoter offers a straightforward way of tackling these issues and getting 'bottom-line' results quickly

Regards John
Web: www.closequarter.co.uk
Blog: www.closequarter.co.uk/blog.html

Dan Thomas

We are considering using NPS as a component in our annual bonus calculation. There is some debate about whether or not our results should be weighted by cliet revenue (we know which responses come from which clients and the revenue value of each client). Focusing on fixing large client detractors thus move the needle more than fixing a small client detractor. What are the pros and cons of revenue-weighting NPS?

Rob Englin

I have read The Ultimate Question and am eager to implement the ideas in the book in my shoe store.

In your experience, what is the best way to survey our customers to get the Net Promoter Score?

Do I include a postpaid card with “The Ultimate Question” with every purchase?
Do I send one out later?
Do I stand outside the store with a clip board and ask the people who buy and don’t buy?

How do I gather accurate information in my situation?

Jill DeKeyser

We are interested in using NPS as an employee opinion survey. Where can I find out more information? Has anyone used it in this way yet?

Thanks

Jill

Javier

Do you have any examples about NPS using in Hospitals?

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