Net Promoter Score
In a world where everything has been commoditized, it has become increasingly difficult to differentiate
a company from its competitors. Through the use of the Net Promoter Score feedback system, we are able to
deliver an experience that is second to none. It is the relationship that we develop through the process
that separates us from the other companies.
Thank you for the opportunity to build a relationship with you and have you become a
"Promoter" of Absolute Tile and Stone!
Sander Coovert
One Simple Question can Determine your Companies Future. Do you know the Answer?
CEOS regularly announce ambitious growth targets, then fail to achieve them. The Reason? Too many companies are addicted to bad profits. These corporate steroids boost short-term earnings but burn out employees and alienate customers. They undermine growth by creating legions of detractors-customers who sully the firm’s reputation and switch to competitors at the earliest opportunity. Now loyalty expert Fred Reichheld shows how to reverse the equation, turning customers into promoters who generate good profits and true, sustainable growth. The key: one simple question- Would you recommend us to a friend?- that allows companies to track promoters and detractors and produces a clear measure of an organization’s performance in its customer’s eyes. Analysis shows that, on average, increasing this Net Promoter Score (NPS) by a dozen points versus competitors can double a company’s growth rate. While easy to grasp, this metric represents a radical change in the way companies manage customer relationships and organize for growth. Rather than relying on notoriously ineffective customer satisfaction surveys, companies can use NPS to measure customer relationships as rigorously as they now measure profits. What’s more, NPS finally enables CEOs to hold employees accountable for treating customers right. It clarifies the link between the quality of a company’s customer relationships and its growth prospects.
| Company | Net Promoter Score |
|---|---|
| USAA Banking | 81% |
| Apple | 78% |
| Absolute Tile | 77% |
| Amazon | 71% |
| 65% | |
| Verizon | 41% |
| State Farm | 34% |
| Direct TV | 27% |
