Fred Reichheld – The Net Promoter Score was first developed

The Net Promoter Score was first developed by Fred Reichheld at Bain & Company in a Harvard Business Review 2003 article entitled “The One Number You Need to Grow”. “Reichheld proposed the NPS as an alternative to traditional customer satisfaction surveys and validated his statements showing a positive correlation between long-term business growth and the NPS. Most importantly, you can use the detailed information from your online reputation management program to create action plans that improve customer satisfaction, your business, and your bottom line. While ATS provides an effective measure of the customer’s state of mind at any given time, it does not provide the depth you need to understand what works or does not work on the customer’s journey. Instead, your reputation score provides you with an accurate and complete view of your brand’s online reputation and information that allows you to take immediate action to achieve the necessary improvements. Join thousands of your colleagues and get the latest information on reputation management, branding, search engine optimization, customer satisfaction and more. You also have access to custom survey features that allow your company to focus on the areas that require the most improvement or add the most value to your customers. If you choose your next vacation destination or if you’re at home with an urgent need for repairs, you’ll most likely turn to friends and online sources for recommendations. While this is a useful measure, it does not provide the in-depth knowledge you need to optimize the customer experience. Reputation.com uses proprietary algorithms to calculate your score, which is updated as soon as component changes are made. With a comprehensive online reputation management program that has broader reach, you can fill these gaps and achieve your goals. Instead of the one-dimensional “recommend” or “non-recommend” data obtained from the NPS, there is much more information from online reviews, social media messages, and personalized surveys. While it’s good to have people recommend you, customers who aren’t satisfied are probably the loudest. These are just a few of the elements that make up your company’s reputation score. If you rely solely on the NPS, your company won’t get the information it needs to change the meaning of problem areas as the customer moves.