5. The Raw Materials of the Right
Questions
• The experience with the product or service
• The experience with the people behind the
product or service
• The overall brand and company experience
(through the Ultimate Question)
• Feedback that would make the experience
better
• Identification of things of less importance to
the customer
6. The Ultimate Question
“On a scale of 0 to 10, how likely
would you be to recommend us
to a friend or relative”
7. What Do The Answers Tell You?
• 0-6 “Detractors” – People very likely to be out
there saying bad things about you
• 7-8 “Neutrals” – Neither ready to bail or ready
to leap for joy
• 9-10 “Promoters” – Those literally telling you
they are ready to shout to the rooftops for you
(the evangelists)
8. The Metric: Net Promoter Score
• Popularized by Fred Reichheld and his book, “The
Ultimate Question” (www.netpromoter.com)
• Major point: The customer satisfaction score
with the highest correlation to profit
• Has had wide adoption by many “customer
centric” organizations (Apple, USAA, American
Express, Enterprise Rent-A-Car)
• Cited by Enterprise as the #1 success factor for
their climb to become the top rental car company
in the US
9. Calculating The Net Promoter Score
• The Score Calculation:
– Percentage of 9-10s less the percentage of 0-6s
• Example: 100 calls
– 60 (60%) 9-10
– 25 (25%) 7-8
– 15 (15%) 0-6
• 60% minus 15% = 45% NPS Score
• What’s a “good” score?
– Anything greater than zero is OK, but north of 50%
means your customer service is making you
$$$, called “Good Profits” by Reichheld
10.
11.
12.
13. Questions About The Questions
• Who do you ask?
• When do you ask?
• Who will do the asking?
• How will you respond?
• How will you use the data?
14. And, The BIG Bonus…..
“Thank you for your business”