NPS Blog

Monthly Archives: October 2013

Your customers aren’t yours

This post originally appeared on LinkedIn.  In certain businesses with limited competition or long-term contracts, executives can easily delude themselves into thinking they have captive customers. They might even be partly right: Many of their customers may use their services … Continue reading

What does an angry customer cost?

This article originally appeared on LinkedIn.  The byproducts of happy clientele are obvious. Sales rise. Stores fill. Facebook “likes” stream in. These promoters recommend the companies they like to their friends. The cost of detractors—a company’s “haters”—is less clear to … Continue reading

Would you recommend your doctor to a friend?

The UK’s National Health Service (NHS) recently joined the list of public sector entities that are turning to the Net Promoter Score to gauge the loyalty of their various constituents when it started asking patients in England and Wales how … Continue reading