Parasol unfurls eNPS results in public (gasp)
The UK’s daintily named Parasol Group – an umbrella company (see what they did there?) that claims to be one of the UK’s biggest employers – has publicly shared the results of its eNPS (employee Net Promoter) survey on its blog.
This is interesting to us because despite examples of employee engagement driving higher operating margins, few businesses use Net Promoter to regularly measure employee loyalty, and less still share those results publicly.
In its post, the contractor-employment organisation starts by providing statistics on how happy employees are with different aspects of working for Parasol – a good way to demonstrate to employees (and potential employees) the high standard of support it offers.
Next, it notes that a small percentage of employees would consider working for another umbrella group on their next assignment. It asks these people to let Parasol know the reasons why and anything they could do to improve. Again, a good demonstration of its willingness to listen and learn.
Finally, it says there is a slight decline in NPS compared to last year, but notes that its score of +30 would have ranked it fifth in the most recent Net Promoter industry benchmark report for the UK. This is where we feel the announcement falls short. While we understand that as an umbrella company, Parasol’s employees could be considered customers in some senses of the word, comparing scores with an unrelated customer-focused Net Promoter report that measures companies across industries strikes us as a case of comparing apples to oranges.
While it’s fantastic to see Parasol sharing its eNPS results, we believe the company could have been better served by acknowledging there has been a slight drop in its score (check), providing the reasons why loyalty has dipped slightly from the previous survey (not explained) and outlining the steps it is taking to turn the situation around (also not explained).
This would have had the following benefits:
- Communicated to employees that their feedback is being heard and acted on and highlighted the fact they employees are active stakeholders in the business.
- Helped increase retention.
- Given the organisation a publicly visibly roadmap to improve the employee experience that would provide the internal impetus to make the necessary changes.
We consider ourselves a high ‘Passive’ on this particular announcement, with the potential to be nudged into Promoter territory the next time around. Parasol blog
The lowdown on Lowe’s high NPS
In the battle of the US home improvement giants, Lowe’s Net Promoter Score leads Home Depot across both male and female shoppers.
However, Home Depot leads rival Lowe’s in key areas including sales growth and stock price. Home Depot also has more male shoppers, which is significant because male shoppers tend to spend over than a third more than their female counterparts. So if Net Promoter can be considered as a forward indicator of growth, what is going on?
According to Pam Goodfellow of Prosper Insights and Analytics, one reason may be that among males, store location is a major factor of Home Depot’s attraction, and Home Depot has around 15% more stores than Lowe’s. And although Lowe’s has a strong lead in NPS among female shoppers, its lead among the more lucrative male shoppers is less pronounced.
The conclusion? While Home Depot is leading many key indicators now, if Lowe’s can continue a long term approach to nurturing customer loyalty and expanding its retail presence, it may not be much longer before its organic growth starts to outpace its great rival. Stay tuned for future developments! Forbes
- At its earnings call, property managers FirstService revealed that it uses Net Promoter to measure its service quality and employee loyalty. Seeking Alpha
- Freight shuttle service FW Trucking has begun its first Net Promoter customer feedback survey. Press release
Net Promoter News: Ameriprise’s LinkedIn surprise, DHL’s express growth, No love for “Friends and Family”, Telmore taps staff empowerment
Ameriprise’s LinkedIn surprise
Wealth management is an industry built on referrals, so it should comes as no surprise that financial planner Ameriprise stressed the importance of nurturing referrals for its bottom line at its Q3 earnings call.
Since many businesses in the industry say similar things, we did a quick search for “Ameriprise referrals” to test how the company may (or may not) be innovating in its approach to attracting potential leads, and in the process, uncovered at least one interesting initiative.
Based on the referral principal that people trust the word of their friends and colleagues, on the AmeriPrise site visitors can search for financial advisors by location and name (naturally), but also through mutual LinkedIn connections. At first glance, this may seem a rather cosmetic innovation – something the company does to ‘prove’ they understand social, but with over 16,000 employees on LinkedIn, the AmeriPrise LinkedIn social graph undoubtedly has some considerable referring power. I decided to give it a test run myself, and despite never having lived in the US and having very few connections in financial services, the search result showed up one second degree connection through a former colleague – complete with contact details, location, and link to the advisor’s site and LinkedIn profile.
While this is an anecdotal example, what is really interesting is how the overall approach to growing the business through referrals has has paid off. Without going too much into the stats, it has translated into solid growth in client assets, which has in turn driven a significant growth in mass affluent and affluent client segments. This is reflected in client retention and satisfaction above 90%, and an NPS of +62.
In related news, the business beat market estimates and raised dividends in its Q3 earnings. We’d love to see some results of its LinkedIn activity, but at the moment this case study is as close as we could find. Seeking Alpha
DHL delivers express growth with Net Promoter
In a discussion about DHL in the UAE, country manager Frank-Uwe Ungerer talked about how the company implemented Net Promoter two years ago, and that DHL reached double-digit growth in the market in 2011.
In terms of the company’s approach to Net Promoter, each employee has ownership of their own score (though somewhat confusingly Net Promoter is referred to as “NPA”). This drives an atmosphere in which staff members have a personal commitment to improving customer satisfaction. Arabian Supply Chain
Survey boffin has no love for “Friends and Family”
The Net Promoter-based “Friends and Family” test has proven controversial since its inception to measure customer advocacy among UK National Health Service (NHS) patients, but unlike much of the professional punditocracy, the latest person to sink the boot in knows what he is talking about. Peter Lynn, professor of survey methodology at the University of Essex, told the HSJ that “Such a low response rate (due to some trusts receiving responses from only 15% of patients) would seriously call into question whether the results have any meaning at all.” HSJ (paywall with free trial)
Telmore taps staff empowerment for increased NPS
Danish virtual mobile operator Telmore has announced lower than average churn rates and a higher NPS. It puts the reason for this squarely on its focus on the customer experience, including nurturing an environment in which (hold your breath) staff are actively encouraged to sell the right plan, rather than the more expensive plan (and release). Sounds like a case of statin’ the bleedin’ obvious, but apparently not obvious enough for many telcos. 1to1 Media
- Home Depot has announced its NPS for both Pro and consumer sections are now consistently over +70. Seeking Alpha
- Vodafone has claimed its NPS still leads the market in India, and that its service revenue growth was up 11%. Seeking Alpha
- ValueVision Media announced and 11-point increase in its NPS between last year and this year, from +36 to +47. Seeking Alpha
- Boston-based unified communications provider DataMart has announced an NPS of +94. PR Web
Head of Audit Methodology Excellence, Philips, Amsterdam, the Netherlands
Net Promoter Score / Quantitative Research Manager, Bristol, the UK
Associate Net Promoter Score Specialist, Jacksonville, Florida
Net Promoter News: Customer-centric KO’s sales-centric, Dutch telcos fail to shine, Intuit finds surprise NPS benefits, Home Depot improves NPS, EdgeWave finds an edge
Why customer-centric beats sales-centric
A couple of weeks ago we briefly touched on employees and how all too often they become the forgotten linchpin of great customer service. But nurturing an internal environment that produces great customer service is not as simple as rewarding staff for meeting sales targets. In fact, according to Professor Moira Clark, Director of the Henley Centre for Customer Management, rewarding sales may be a mistake, because instead of nurturing a customer-centric environment, you will instead nurture a sales-centric environment that may create short-term spikes in sales at the expense of the long-term sustainability of your customer relationships.
Instead, she advises that a customer-centric environment is nurtured best by having “systems, procedures and rewards in place” to inspire staff. It may be that you reward them for good customer service, satisfaction or meeting a target Net Promoter score.
How are you inspiring your staff to be truly customer-centric? Please let us know in the comments below! InternetRetailing
Dutch Telcos leaving customers underwhelmed
A Q4 2011 analysis of customer sentiment across the Netherlands has provided mixed news for mobile operators. On the one hand, there was some significant improvement by major players KPN and Vodafone Netherlands which increased their scores by four and five points respectively. But on the other hand, the best major player, Vodafone NL, recorded an NPS of -14 – significantly shy of Ben, which once again led the pack with the only positive score, of +5.
And despite these improvements, market average rose by only one point, from -20 to -19, with T-Mobile Netherlands and Telfort falling to score lower than the market average.
Among the fixed-line operators, Delta and XS4ALL received the highest Net Promoter Score, although both remained in negative territory.
Intuit returns double digit growth, finds surprise benefits in NPS
American financial software provider Intuit is the latest company to discuss its Net Promoter results at its earnings call. According to CEO Brad Smith, customers have been returning higher-than-expected Net Promoter Scores for free tax advice they are receiving from the company.
This might sound pretty obvious – if you are offering a free product that your customers find genuinely useful, it comes as no surprise that this particular product will register a higher-than-average NPS. However, what was more interesting for the punters out here in Net Promoter land was that the high score for Intuit’s free tax product had a knock on effect across the entire business – dragging up the NPS across the whole product range.
While Intuit did not provide actual scores, the company grew revenue at a double-digit rate in its fiscal second quarter. Coincidence? We think not. Seeking Alpha
Home Depot announces improved earnings, Net Promoter scores
US home improvement giant Home Depot surprised the market this week with a 32% jump in earnings during Q4 2011. A bottoming out of the US housing market was cited by analysts as a possible reason for the jump, but buried deep inside the earnings transcript was another hint – a 130 basis point jump in satisfaction for the overall store to an extremely impressive +70.7, and a 290 basis point jump for the pro area. Seeking Alpha
EdgeWave finds an edge in customer service
We have spoken before on the importance of following up with your customers to let them know that an issue or suggestion they made has been acknowledged. Following 94% customer satisfaction rates and “industry-leading” Net Promoter Scores, online security firm EdgeWave has done just that and launched a customer rewards program in order to thank their advocates – not just with words but also with benefits that customers will use.
We read about this initiative via an EdgeWave press release, and as can often be the case, one of the most interesting tidbits of information was almost lost way back in the last paragraph. Please allow me to indulge myself (just for a moment, I promise!) and highlight a tangible point of differentiation that customer-centric businesses including EdgeWave (and Enterasys) offer:
“While many competitors have moved their technical support centers offshore, EdgeWave is committed to keeping their customer support in the US and staffing their centers with service-focused, product experts.”
Executives: We know the temptation to cut costs and outsource is great. But surely the temptation to cement relationships and develop long-term trust, advocacy, and growth should be greater? MarketWatch
Net Promoter News: Centrica +3, 10Ks from eBay, Nokia, HomeDepot – plus FaceBook stuff, Sony NPS-Man, Kamp skore
Net Promoter News 3 June 2010
Centrica supply Net Promoter Dashboard
Centrica (the Company Formerly Known as British Gas) come with plenty of customer experience baggage. To their great credit, they are reporting their Net Promoter progress by publishing on their site a chart and downloadable numbers. They also list goals: “British Gas’ NPS at the end of 2009 was -2, placing us equal first in the league table of major UK energy providers with three other suppliers. Our target for 2010 will be to increase this score to +3.” An example of transparency that we look forward to seeing more of. Source
Zuckerberg: Privacy down, NPS up!
Facebook’s privacy controls have been heavily criticized recently, but CEO Mark Zuckerberg is confident users care less about sharing data, more about possible subscription fees. And he knows this because he tracks what he calls “a special metric”, which most others call Net Promoter Score. “We’ve seen no meaningful change on the stats on any of that stuff,” which is how he refers to people quitting the ‘Book.
“Whenever we make a change, the net promoter score always goes down. But it will usually recover to a higher place than it was at before,” he continued. “So when we started rolling out these changes after f8, our net promoter score went down. And we thought it was because of the privacy issues. But what we found was that it actually went down because we made changes to our news feed…” Interesting reveal there – we would dearly like to see some more stats on how they are surveying people. And whether they gave permission. Maybe its not just hubris though, as yesterdays “Quit Facebook Day” apparently was a flop, and did not result in a significant amount of “that stuff”. VentureBeat and Forbes
At a recent conference, Sony Canada opened up about their Net Promoter journey. Excellent tips from Wayne Ground, CIO of the Canadian division, explaining how it was not initially driven by executives, but after getting daily reports, the president was quickly on board. Customers are invited to complete online surveys on call center interactions, website visits and retail store visits. They have sent more than 100,000 surveys with a response rate of 23%.
All detractors gets a follow-up contact from customer support. Promoters also receive a follow-up — a coupon for future Sony Canada purchases. The promoters who receive coupons tend to use them, and sales transactions with those customers are 40% higher than the average purchase.
Additionally, the company started to capture email addresses at the in-store locations. Once in-store managers and sales reps realized they were being evaluated, they caught on to the program pretty quickly, Ground said. The follow-up contacts have really made a difference: “When we phone back the day after they send in a survey, customers are blown away,” Ground said. “They can’t believe someone actually read it.” Source: – SearchCRM.com
Sage grows Net Promoter
Sue Swenson – CEO of Sage North America opened Sage Insights ’10, and revealed how it is “Maximizing existing assets“. Sage has climbed 10 points in its Net Promoter score, which quantifies customers’ “willingness to recommend to others.” It’s also boosted renewal rates from 90 percent up to 97 percent. Customer value comes from not just product functionality, EVP marketer Palsule said, it comes from how easy Sage is to do business with. Source DestinationCRM
Phones 4U Pay on NPS. Probably.
Mobile News reports on the fiendishly complex compensation scheme from High Street SIMmery Phones 4U. The scheme has so many “ifs” and “buts” it takes four paragraphs to summarise. NPS excerpt: “Phones 4U sales consultants will now have their full commission entitlement paid out if the store hits a Net Promoter Score of 37.5. Previously, stores had to achieve a score of 35 for consultants to receive full commission.” Mobile News
Temkin on Take-Up.
Bruce Temkin of Temkin Group blogs about how executives are using NPS: 400 people took their recent survey. Key numbers: 43% are using Net Promoter Score (NPS), and 65% of those people think that it has had a positive impact on their company. Temkin
Wall Street News – Our regular review of the 10-Ks
eBay Inc. (EBAY) – Q1 2010 Earnings Call
Chief Online Gavel Swinger John J. Donahoe called out how eBay is “…becoming a more customer focused company. We are driving improvements to our user experience and we are measuring our success with three customer oriented metrics; net promoter score, velocity and market share. I have tied a portion of our leadership compensation to customer satisfaction.” SeekingAlpha
But the public knew this already, as eBay’s top goals for 2010 were revealed in a tweet by their corporate blogger, Richard Brewer Hay. Having seen a poster in a stair well in San Jose he posted an image of it on yfrog. The goals include 1) Increase eBay’s Net Promoter score by 10 percentage points. Source Tamebay
Nokia Corporation (NOK) – Q1 2010 Earnings Call
Nokia CEO Olli-Pekka Kallasvuo talked NPS on the call, referring to C3 with Ovi Mail: “Since January there have been 10 million downloads [...] Consumer engagement is very high. In addition, feedback on the user experience has been very good with a double-digit positive net promoter score since we launched.” SeekingAlpha
In contrast Parks Associates research of the basic phone market called out some bad news for Nokia. Their Consumer Decision Process research of CE product buyers showed Nokia, once the unequaled leader of the U.S. mobile phone market, last year fell to the bottom of the list of brands of basic mobile phones that people would recommend, as measured by Net Promoter Score (NPS).
Basic Cell Phones by Brand, Q3 2009:
- Samsung 32%
- Motorola 26%
- Basic Cell Phones 21%
- LG 18%
- Nokia 7%
The Home Depot, Inc. (HD) Q1-2010 Earnings Call
Frank Blake, boss of DIY shedder Home Depot explained on Q1-2010 call called out customer service as key to success: “Last year, […] we re-trained every associate in the company on our customer service expectations. […] We’ve seen consistent improvement in our net promoter score […] in the first quarter, 600 basis points over last year, even as our transactions increased 4.2%.”
Analyst William Truelove from UBS is one of the few bankers we have seen ask about customer service (so for that he gets our “Analyst of the Week” prize) and quizzed EVP Ellison further “…Did you have any kind of service metrics from the customers?”. Marvin Ellison shoots back “Frank talked about the net promoter score […] We get roughly 100,000 customer surveys per week that we look at […] trying to make sure that we have incremental improvement week over week, month over month.” SeekingAlpha
From another source we learn that Home Depot net promoter score (a score measuring customer loyalty) is almost 70%, an improvement of 800bps in the past year, (Shareholder Meeting 20 May 2010)
Hertz Global Holdings, Inc. (HTZ) – Q1 2010 Earnings Call
Mark Frissora, Hertz CEO called an increase of nearly 8 points in NPS “Our net promoter score rose 790 basis points in the US or 18%, reflecting the appeal of a newer fleet and the addition of popular new car classes.” We estimated Hertz NPS at around mid 50s last year (http://customergauge.com/2009/02/net-promoter-news-hertz-drives-26-in-europe/) so that may put them in the 60s – firmly in the Cadillac class. SeekingAlpha
BMW forecourter up 66%
UK BMW seller Vines reports a 66% year-on-year increase in its Net Promoter Score results, as computed by Mondial. Vines BMW (or Mondial) say they have gained insight into its customer satisfaction levels, and using this to predict future business growth. Note of caution: the math is provided by a PR company, and based on that, it’s unclear if that’s and impressive 66 NPS points up (impressive only because it must have been a low base) or a 66% increase, i.e. 10 to 16, (equally non-impressive). Still, they pepper the text with superlatives, “massive” and “huge” so that must be good then. Source
The fantastically named RV Daily Report tells us that Kampgrounds of America has added yet another guest feedback service for its franchise owners to help them improve service and drive camper nights through increased referrals, based on Net Promoter Score. KOA’s new on-line camper feedback survey offer KOA owners near-instant feedback from their guests following their stays – so far 9,200 surveys have been completed by the campers. RV Daily Report
Net Promoter News: Bank Montreal 44, HomeDep nail 64, eBay go 0-10, Gas burns 30, SmartPen writes 54
Bank of Montreal Group report Net Promoter Score of 44
From the BMO Financial Group F4Q09 (Qtr End 10/31/09) Earnings Call Transcript. Bill Downe – President & CEO: “[we] improved our net promoter scores for both retail and commercial in 2009.” He drilled down to P&C Division U.S, emphasising strong fourth quarter results and added: “Our retail net promoter score was 44 for 2009, compared with 42 in 2008, while the average scores of our large bank competitors declined.” Source: SeekingAlpha and TradingMarkets.com
Other financial snippet: The managing director of A & G Insurance Services Australia, Michael Weston, boasts his company’s direct-to-market brand, Budget Direct, has a high net promoter score (but is only teasing us by not revealing it…) Sydney Morning Herald.
Weaponising NPS at Easynet for an Industry to become “responsible”
UK ISP Easynet Connect are calling for a common benchmark for measuring customer service for business ISPs: “We’ve been using the Net Promoter Score internally for a few years now. Since adopting it our score, and therefore the customer service that we actually deliver, has improved significantly in just a few years. It is a powerful tool that keeps you on your toes,” said Harry Eastman, Operations Director, Easynet Connect “Crucially for us, we use the NPS to zone in on problem areas. If our CRM is the big gun in our arsenal, then NPS is without doubt our targeting system for that gun.”
Julian Harriott, Business Manager, Communications Management Association (CMA) says “… Adopting a standard like Net Promoter Score is the responsible thing [for the industry] to do…” Sourcewire.
Home Depot toughs it out.
It was a tough 12 months for the DIY shedsters. But they took comfort from increased customer loyalty. Frank Blake – Chairman and CEO: “On the store operations side, our net promoter score, [...] with 64.1% in October, over 8.5 percentage points higher than last year at this time.” From the Home Depot, Inc.Q3 2009 Earnings Call Transcript on SeekingAlpha and slides.
eBay “just testing” the zero to ten scale
“This is a just a test…” say eBay UK, who have started to trial Net Promoter Score feedback for buyers (Source: Tamebay). Sure it is. eBay have been using the Net Promoter Score internally for a while. This from the recent eBay Q3 2009 Earnings Call Transcript: “Our net promoter scores are up for both buyers and sellers.” says CEO John J. Donahoe. “….our focus on great customer experiences and customer retention and loyalty is as strong or stronger today than in any time in the last couple of years. [...] I changed the senior management incentives so the top 600 people in the company, part of their annual bonus is driven by improvements in essence in customer loyalty, as measured by net promoter scores. So we made good progress.”
British Gas Mark 30
Sensible tips from British Gas, winners of the European Call Centre of the Year award.
Tip 4: Use Net Promoter scores – Show scores on your wall boards. “We adopted the Net Promoter score as our key measure of customer satisfaction. Our agents are bonused on a combination of their Net Promoter score and the percentage of their customers that fill in a telephone-based post-call satisfaction survey. A bonus is payable based on the score and if 25% of their customers complete the survey. Progress has been significant and has gone from -20 to +30 in the past 18 months.”
Source: Call Centre Helper
DragonAge NPS (as recommended by Dark, Heroic Fantasy World Gamers)
Founder/CEO of Canadian developer Dragon Age: Origins BioWare, Dr. Ray Muzyka spoke about KPIs for game developers: “Net Promoter scores, which is more of a fan opinion they recommend to their friends, that’s a useful metric.” Source: VideoGamer.com
Strong loyalty with “Life Changing” Pen
Livescribe’s senior marketing director and UK GM, Eric Petitt was interviewed about the no-computer-needed SmartPen. Read more on PCR
In a recent US national survey of 5801 registered Pulse smartpen users, 74.5 per cent said they were very likely to continue using it, 92 per cent have demoed the pen to a friend, while 73 per cent said “Pulse has changed my life”. We also got a 54.2 net promoter score (recommenders minus detractors) – this puts us in an elite group of brands, alongside Apple and Southwest Airlines.
Buy on NPS!
One of the original ideas behind Net Promoter Score was that companies with a high Net Promoter Score should provide better investment opportunities. In the appendices to The Ultimate Question Fred Reichheld shows graphs with NPS and growth correlated. So it’s nice to see the market catching up with this thinking. I saw this headline: “Companies You Should Buy Right Now” from MarketMixup, with the sure-fire stock picking strategy of “So if you want to make serious money in stocks, start with great companies. [...] Costco (Nasdaq: COST), for example, has a high net promoter score“. I’m looking forward to the first NPS Portfolio I can invest in…
Career Tip: From IT manager to CEO via NPS.
How a senior IT executive can move beyond a traditional role in technology (i.e. become a CEO) is discussed in What it takes to become ‘the extended CIO’, a book from Richard Hunter and George Westerman. An excerpt:
Since 2006, Leonardson [Butch Leonardson is CIO of Boeing Employees Credit Union (BECU)] has cochaired a BECU customer and employee loyalty initiative called Net Promoter. [..] “When a BECU employee logs on in the morning, if he’s [customer-facing] staff, he sees our four strategic objectives—the target and where we are,” Leonardson explains. “With Net Promoter we’re supposed to be at 73.5 percent right now, and we’re at 74.6 percent.” [...] Leonardson continues to seek improvements in the company’s ability to use data to improve performance for customer service. … “
From CIO Canada (24 Nov 2009) IT World Canada
Our occasional feature showcasing links to NPS-deniers. This week, Flat-Earther Augustine Fou gamely argues the view “What’s wrong with the Net Promoter Score”. Plenty of (well-informed) pro-NPS heckling follows in the comments, with even the author repenting: “… I will definitely grant that some clients may be able to use NPS, given a deep understanding of what it can and cannot do.”
*Researchism: A new term that I just made up referring to the quasi-religious beliefs of some market research professionals that the Net Promoter Score is pure Evil, and that a proprietary scoring system derived from 40-question questionnaire is better than any other surveying system. A form of business creationism, probably done to protect a revenue stream rather than helping clients.
Franchised tripperco TravelCounsellors climbed to a Net Promoter Score of 94 in early 2008 using a seven country metric. Each Travel Counsellor franchisee can see his/her score on company intranet. More from eTravelBlackboard (note that the reporter seems to have made an error in documenting NPS methodology)
Cherry-picksters NES Rentals do some heavy lifting to get to Net Promoter Score of 72, and trending higher says company spokesman according to Rental Equipment Register. With 15,000 surveys completed since March 2007, NES look set to reach 76 later this year. Recently rival RSC Rental announced NPS of 64 (enGaugement).
Brown-goodsters LG‘s Veep of Comms presents the LG Consumer Electronics Overview 2008, including some Net Promoter Scores of TVs. John Taylor quotes their mean Net Promoter Scores of 64 in LCD range, with a high of NPS 72 for a 42″ LCD, although no mention of methodology or numbers. Grab the presentation from the web before it disappears. In another snippet, agency bravely aims to track online conversations with LG offline Net Promoter Score (New Media Age)
New Zealand Post-owned finco Kiwibank notches up Net Promoter Score of 60, according to twitterer BankingReview. If so, this puts it close to top of the list of Australian Banks (see article enGaugement: Oz Banks Ranks)
Finally, blogger shmula writes about the power of negative word-of-mouth, and how publicising a twitter-powered whinge about HomeDepot experience reached 3,000 people. HomeDepot amazingly picked up the twitter-moan, but since dropped ball. Net Promoter Score: Fail. Follow story here.