Recently the Wall Street Journal sparked a discussion about the Net Promoter System (NPS) in an article titled “The Dubious Management Fad Sweeping Corporate America.” While it isn’t perfect (what is?) it remains a simple and useful corporate tool. As
NPS: Do or do not… there is no try
Not all companies use a formal customer feedback mechanism like the Net Promoter Score* (NPS). Whether your company uses feedback to improve broken processes or as a way to bring innovative products to market, soliciting and responding to customer feedback