Tracking Customer Satisfaction Levels

Posted by Gary Lavin on Nov 29, 2017 9:14:09 AM

Net Promoter Score has become the standard on the planet for any company interested in tracking customer satisfaction levels. Google any major corporation followed by Net Promoter Score and you will find that they are using NPS to some extent. It is a simple metric, a number for how happy you customers are in a given time period. Like revenue or profit it needs a date, what was your NPS for last year or last month. Click here for how the numbers are calculated.

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NPS scores can range from -100 to +100, the average US company score has remained steady at around 10 for several years. There are whole industries that have negative scores, think of those focused on just profit without a care for their customers, again Google it.

CEO Juice has a fully automated process to survey our client’s customers. We track NPS for about 85% of the larger dealers in North America. Our results can not be edited, even if a client’s customer contacts us to say they gave a wrong answer by mistake. We will always refer them to this post. It is a truly independent analysis of customer satisfaction levels.

 

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