How A&A Uses Net Promoter Score to "Close the Loop"

Posted on Apr 15, 2015

It's often difficult to gauge not just customer satisfaction, but customer loyalty. Here at A&A Office Systems, we wanted to make this typically opaque process more transparent for both our own edification as well as to the benefit of our customers. In 2014, we implemented the Net Promoter Score system to better understand how we could respond to feedback and grow from what we learned. What is Net Promoter Score? Net Promoter Score measures feedback based on post-service customer surveys. Each survey question offers the customer an opportunity to respond with a number between 1 and 10, with 10 being the best or most agreeable response. With the NPS system, answers 9-10 are considered to be highly valued, while 7-8 are considered passive; responses that may appreciate your service, but are not likely to promote it. Anything below 7 is considered to be a detraction. Customer responses are then aggregated to produce a number on a scale from -100 to +100 --essentially a scale with 200 points ...