NPS Blog

A conversation with five CEOs

Last September, I played host to five CEOs who gathered to talk about what Net Promoter meant to them and to their companies. A video from that conversation is now available on the site, and it offers a rare chance to hear five executives in one room talk about why they believe Net Promoter is ultimately far more than a just measure of customer loyalty.

“What attracted us to Net Promoter,” says Rackspace CEO Lanham Napier, “is we were thinking about how to measure greatness.”

“Net Promoter,” says Walt Bettinger, CEO of Charles Schwab Corporation, told employees “it is safe to always do the right thing,” even if that means challenging the CEO himself.

For more from these CEOs, and from eBay’s John Donahoe, Intuit’s Brad Smith, and Bain & Company’s Steve Ellis, check out the video.

 

3 Responses to A conversation with five CEOs

  1. We’ve been using NPS and Satmetrix for several years now. What would you consider to be a “world class” net promoter score for customers accross all industries? 60%? 70%?

    MARK A. JOHNSON, MBA  CUSTOMER INSIGHT & LOYALTY MANAGER
    616 954 2258 PHONE  616 644 2227 CELL
    MJOHNSON@HERITAGEACADEMIES.COM
    3850 BROADMOOR SE, STE. 201  GRAND RAPIDS, MI 49512

    • The best measure of world class NPS is to perform at least 10 points higher than your nearest direct competitor based on a top-down (double-blind) benchmarking survey. Too many organizations are finding false comfort in high NPS results based on their own bottom-up surveys—which tend to inflate their performance. Presuming that there is some absolute score that will confirm greatness leads people down a dangerous path.
      –Fred

  2. Good afternoon.

    I understand this rate is extremely worthful but how to get a synthetic NPS rate considering different environments as web, inhouse, general market…?

    I’d appreciate your return.

    b regards,

    Gisele