We Know Our Net Promoter Score. Now What?

“Net Promoter® can break through and drive the change… but ONLY if you break the cycle of what is done with the information you receive.” – Jeanne Bliss

Any time business asks a customer how they’re doing it should be for the purpose of action on that information. But that’s just not happening today. Heck, companies are so exhausted and numbed from customer survey collection that just getting the report out is considered a great feat. And that’s where it lands – in a brick – that big 4 inch report of survey data lands at the feet of the people who are supposed to read the data, analyze it and understand how it relates to them, weep about it a bit and then go fix things for customers. But beyond the rigor of running surveys, there is not much rigor around doing anything with what’s learned.