Rob Markey | Tuesday, January 19, 2010 at 4:35PM
In this 4-minute video, Bain partner Rob Markey describes the Net Promoter Score® process. He explains how companies that ask a simple question, "How likely are you to recommend the products or services of this company to a friend or colleague?" can quickly sort their customers into Promoters, Passives and Detractors and calculate their Net Promoter Score. While the score is important, the real power of Net Promoter is in follow-up interactions that reveal why customers gave the scores they did and the front-line learning, coaching, and process improvements that result from the customer feedback.
To view this video with accompanying synchronized graphics, visit our special viewer: Net Promoter Score: A primer