13. On a scale from 0-10 what’s the likelihood that you will
recommend us to a friend or a colleague?
Detractors Passives Promoters
0 1 2 3 4 5 6 7 8 9 10
Net Promoter Score = % promoters - % detractors Source: Bain & Company
Thursday, 2February, 2012
16. Hensigt: Giv medarbejderne
lov til at gøre det rigtige for
kunderne.
Væk med “do’s” and “don’ts”
Wegmans besluttede, at
ingen kunde måtte forlade
butikken utilfreds
37.000 medarbejdere
Omsætning: 22 mia. kr.
Medarbejderchurn: 7% (19%)
Thursday, 2February, 2012
19. On a scale from 0-10 what’s the likelihood that
you will recommend Spiir to a friend or a
colleague? Answer 10.
User for 6 months
Has recommended to more than 30 people
Mark 4 or more have become users
On a scale from 0-10 what’s the likelihood that
you will recommend us to a friend or a
colleague? Answer 10.
User for 1 month
Has recommended to more than 20 people
Signe
3 or more have become users
Thursday, 2February, 2012