Here we go gathering NPS in May - eyes down for the first Net Promoter Newsletter of the month... Brought to you weekly by CustomerGauge. Browse Net Promoter News, search by company tag or check out the back issues. To get a copy in your inbox sign up here.
Advanced Technology Services advances B2B Customer Satisfaction
High-end spanner twisters Advanced Technology Services (ATS) is the US-based provider of maintenance services to large manufacturing companies. Originally part of Caterpillar Inc, ATS became an independent privately-owned firm in 1996, and its revenues have been growing by an impressive 18 percent annually. According to CEO Jeff Owens, growth is due to relationship-building with its customers - small, but incrementally built up over time. ATS works to consistently delight their customers until the relationship eventually develops into something broad and long-term. The company uses Net Promoter to keep its finger on the pulse of these relationships, but has a strategic approach that seeks to improve on these scores year-on-year rather than a shorter timeframe.
Also of interest to customer loyalty junkies, Owens noted that “Before NPS, we did surveys on a scale of 1 – 10, and our guys really enjoyed getting 9’s and 10’s. The reason we moved from that is that we were trying to raise the bar, and say, “It’s not just that everyone is satisfied. It’s whether our customers would, unsolicited, recommend us to a friend or colleague.” That “unsolicited” part is really important.” Forbes
Sony, LG, and Panasonic most responsive to change in Indian business jungle
New research from Market Xcel that used Net Promoter to uncover purchase intent among Indian consumers has revealed that Sony, LG and Panasonic lead the pack as the most advocated brands in the consumer durables category.
The article goes into some detail about which brands are winning across different product types, but what caught our eye was an easily-forgotten pearl of wisdom offered by Charles Darwin that remains very relevant in today’s business jungle. According to quote in the article, “Darwin theorised that it is neither the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.”
It’s a great quote, and we’d add that proactively seeking feedback from your customers is the first step toward a building a change-responsive business – not just in terms of new products or offerings, but also in terms of building strong relationships and continuing to maintain your relevance.
For NPS fans, there is an excellent table of results featuring the brands and categories. PitchOnNet
PEER 1 Hosting aims for peerless satisfaction, not quite there yet
Online IT hosting provider PEER 1 Hosting this week announced the appointment of Gaye Andrews as its Head of Customer Service in Europe, Middle East and Africa (EMEA). The reason for the appointment appears to be closely tied to Andrews’ experience in rolling out an extensive Net Promoter program at RBS.
Regarding the appointment, UK MD Dominic Monkhouse, noted that “Passion and customer service are at the heart of what we do. Gaye’s experience of using NPS will be significant in driving forward our customer service and loyalty programs across EMEA, and ensuring we continually improve as a business.”
All sounds pretty straightforward, until you visit the PEER 1 website, where the company claims it has improved its Net Promoter Score “by 76% last year alone” – a somewhat confusing as it does not outline a benchmark, initiatives that may have contributed to the improvement, or who conducted the research. However, we do know that in 2010, the company claimed an NPS of +36. There is probably a mathematical formula in there somewhere to figure out, but we’ll let that go for now. The Hosting News
Profits, Net Promoter Scores are 'Weebly' high
MycroBurst is a crowdsourcing site for companies and individuals who want custom logos and designs. It has a community of over 35,000 designers, who compete to offer clients designs for projects ranging from website logos to postcards. According to co-founder Joe Witte, the company’s NPS is above +70. And in related information, the company doubled its revenue in the last year. Reuters
And finally, Cameron gets NPS idea for NHS
It seems that David Cameron gets the “Net Promoter” bug, applying it to Britain's National Health Service. Money quote: “Visiting NHS hospitals today, Mr Cameron will announce the “friends and family” assessment. “It’s very simple. It just asks whether patients, carers and staff would recommend their hospital to their families and friends in their hour of need,” Mr Cameron will say". Daily Telegraph