NPS Blog

Monthly Archives: November 2015

How Qualtrics stumbled on the Net Promoter System—and then turned it on itself

Finding out how your customers feel about you used to mean calling in a team of experts. It was costly and often time-consuming, so the results were inherently stale. With the advent of online survey providers, it became possible for … Continue reading

Teaching the values of transparency and integrity: How DonorsChoose became a world-class charity

In 2000, Charles Best, a young history teacher in the Bronx, came up with the idea for a fund-raising website as he photocopied pages from the classic children’s novel Little House on the Prairie for his class. He and his … Continue reading

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Helping leaders hit the gas on culture change at Safelite

Safelite AutoGlass repairs and replaces car windows and windshields. To offer more convenience, the company’s technicians often make repairs at the accident spot or in customers’ parking lots. Around 2008, under the leadership of CEO Tom Feeney, the company clarified … Continue reading