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Improve your Net Promoter Score® with NPS® consulting services
Sometimes it feels like your organization lives and dies by its Net Promoter Score. And right now, it’s either dying or you’re not taking advantage of a high score. Learn what to do next with NPS consulting services.
What next?
Identifying the steps to improve your Net Promoter Score requires an in-depth understanding of your promoters and detractors – their needs, their expectations, and how they think you’ve fallen short.
We’re NPS research consultants with PhD’s and years of consulting experience. We’ve been studying our clients’ current, lapsed, and potential customers for nearly two decades, helping companies just like yours understand and improve their customer experience and Net Promoter Score.
Understand Your Detractors
Most net promoter score engagements offer an open-ended question asking, basically, why did you rate us that way? Surely that is a great start to understand the consumer experience at a moment in time. It gives you the opportunity to improve the experience of NPS detractors, but it gives you no sense of a customer’s larger needs, historical experiences, and overall relationship with your company.
Understand Your Promoters
As your NPS score takes a dip, it’s easy to get lost in the rush to understand customer challenges from the detractor view. Yet often, your promoters have the answers you need.
Client Successes
The NPS Doctors
David Shaw and Scott Webber both earned their PhDs in Communication (yes, we are truly doctors) and have almost two decades of experience helping companies understand their current, former, and potential customers through individual and group interviews, observations and interactions.
We are Net Promoter Score consultants who flesh out the numbers and help you understand your NPS, the reasons behind the scores, and the opportunities that both detractors and promoters represent.
We believe quick, targeted engagements with a limited number of detractors and promoters can give you the insights to help you raise your NPS and, importantly, use the deeper loyalty the NPS represents to increases sales, recommendations, and grow new lines of business.
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.