How the ANSWER TO THE "ULTIMATE QUESTION" IS                                                          REICHHELD HAD FOUND
...
DETRACTORS...                                                 HOW TO MEASURE:
                             DON'T EVER
    ...
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All About Net Promoter Comic

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2-minute guide to the Net Promoter Score: All you need to know about NPS® in a cartoon format

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All About Net Promoter Comic

  1. 1. How the ANSWER TO THE "ULTIMATE QUESTION" IS REICHHELD HAD FOUND ONE NUMBER THAT CAN PREDICT A COMPANY'S GROWTH! LONG CUSTOMER SATISFACTION SURVEYS WERE NOT EFFECTIVE... Net Promoter® was developed by WAS THERE A Fred Reichheld, and detailed in BETTER WAY his book "The Ultimate Question". TO MEASURE LOYALTY? HE FOUND A SIMPLE METHOD. IN ADDITION, ..."WOULD YOU RECOMMEND US to a friend HE SHOWED THE RESULT or a colleague?" WAS STRONGLY LINKED TO GROWTH. what IF I ASKED JUST one SINGLE question...? REICHHELD settled on a 0-to-10 scale. CUSTOMERS FALL INTO 3 CATEGORIES: PRomoters, PASSIVELY SATISFIED AND DETRACTORS YOU SHOULD PASSIVELY TRY THEM! SATISFIED PROMOTERS... ... FORM long & profitable likely to have a long & relationshipS with your profitable relationship company, ARE more ...TypiCally THESE customers interestedcompany. less with your in new enthusiastic - DON'T CARE ABOUT YOU. price sensitive. more products, LESS PRICE and LIKELY NEITHER strongly SENSITIVE...in new interested recommend to loyal Nor disloyal - others. THEY are not included in the FINAL SCORE. Net Promoter is a registered trademark of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
  2. 2. DETRACTORS... HOW TO MEASURE: DON'T EVER BUY ONE OF @#%!#$% THOSE! !!!!! ...feel they have been badly treated. more likely to defect to your TELEPHONE OR EMAIL competiton, demand higher ALL CUSTOMERS. discounts, complain more, and bad- SEGMENT THEM LATER. mouth you to others. ...AND THESE ARE the top MY TEAM IS HERE'S THE MATH: 3 customer ISsUES THIS GETTING BETTER NET PROMOTER MONTH AT CUSTOMER SCORE (NPS) = SERVICE %PROMOTERS LESS %DETRACTORS. EXAMPLE HERE IS 33. PERFECT. LET'S PRIORITISE THESE STRAIGHTAWAY! SOME FIRMS ARE WHEN SEGMENTED, THE NPS MAKING NPS A SCORE SHOWS WHICH factor in BUSINESS AREAS TO FOCUS employee ON. CUSTOMER COMMENTS compensation. SCORE RANGE: -100 to +100. ARE MOST VALUABLE! WORLD CLASS COMPANIES NET PROMOTER SCORE is HAVE NET PROMOTER most successful AS A we help the big SCORES OF 50 or more. continuous learning companies SOME, LIKE HARLEY TOOL, tracked over time. listen, market DAVIDSON, AMAZON & sell directLY AND EBAY SCORE 70+. RESULT: to consumers HIGHER NPS, GOOD PROFITS & GROWTH! GE'S NPS IS UP BY 5%. STRONG BUY! DIRECTNESS CAN HELP YOU MEASURE LOYALTY & IMPROVE YOUR SCORE. THEY ALL LIVE BY NPS is becoming widely ITs "Customer-GAUGE" THE GOLDEN RULE: adopted - EVEN BY TOOL is ALREADY USED "TREAT OTHERS AS FINANCIAL ANALYSTS. BY MAJOR FIRMS. FIND YOU WANT TO BE pretty impressive for OUT MORE: TREATED" just one number! www.directness.neT (C) Directness BV May 2007 http://www.directness.net

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