Do you know the value of a good customer review, or the impact of an unhappy customer? In an age of citizen broadcasting, where word-of-mouth reviews are amplified and socialised, it’s more important than ever for service-led organisations to listen to their customers and act swiftly to encourage the advocates whilst addressing the concerns of the disgruntled.
One way field service organisations can monitor the actual, not perceived, levels of customer satisfaction and respond accordingly, is via the Net Promoter Score (NPS), a concept first introduced by Fred Reichheld in his 2003 Harvard Business Review article "One Number You Need to Grow".
NPS is based on the fundamental perspective that every company's customers can be divided into three categories: promoters, passives, and detractors. By asking one simple question — how likely is it that you would recommend ‘Company X’ to a friend or colleague? — you can track these groups and get a clear measure of your company's performance through its customers' eyes.