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As your company grows, so does the diversity and backgrounds of your expanding customer base. Many companies struggle to adapt to a “think globally, act locally, market strategically” approach to their Net Promoter System® and customer experience (CX) program. In the article “The 10 Habits of Customer-Centric Organizations in the Age of Digital Business”, Gartner […]

Want to know how Tesla Motors got an NPS of 97? Or why Starbucks is leading the fast food consumer brands NPS chart? How about why Apple’s MacBook’s NPS is 76 two years in a row? Today we will walk through the NPS achievements, CX strategies and best practices from the consumer brands industry. Tesla Motors […]

I’ve said it once, I’ve said it a thousand times: NPS® isn’t just about the score, it’s what you do with it. Therefore, it constantly baffles me that companies are still trying to “game” their Net Promoter System®—ultimately skewing results, stagnating progress and losing the true value of their CX program. As a consumer or […]

The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. Companies like Apple, Dropbox, Cisco, HPE Software and Veeam Software have served as real examples to other businesses for customer-centricity and above all business growth. When it comes to customer loyalty and retention, the technology sector scores an […]

In our eBook, The Definitive Guide to Monetized Net Promoter®, and our most recent infographic, we outlined the four steps to mastering the Monetized Net Promoter methodology. It takes the Measure and Act cornerstones of NPS®, and builds on them to Monetize and Grow. We’ll cover the highlights of these steps, with useful tips on […]

There are certain bouncing records that would be pretty cool to hold. For instance in 2015, Pi Kappa Phi Fraternity at Florida Southern College set a Guinness World Record after spending 48 hours straight in a bouncy castle. Or Kuo-Sheng Lin of Taiwan, who holds the record for most bounces of a soap bubble, with […]

Today’s Net Promoter News’ series will cover the stories of the telecommunication companies Macquarie Telecom Group, Vodafone Australia and Telstra. All three companies and their NPS scores were recently added to our sister website In today’s Net Promoter News we will explore their NPS scores, along with the business initiatives that have helped each one improve […]

American Express, ABN AMRO, HSBC, Royal Bank of Scotland (RBS), USAA have one thing in common – they are all financial services companies operating in a sector not so famous for customer centricity. The average NPS® score for the financial services sector sits at 34, whereas industries like technology and consumer brands are above with […]

As a Customer Success Manager, I can’t help but want to share the amazing customer-centricity displayed by one of my largest clients, H&R Block Canada. Everyone talks about being customer-centric, but this is an organization—I feel—that does a truly outstanding job displaying that through their actions, not just their words. In addition to sending out […]

Amazon is truly living up to its nickname these days. As recently reported, the “everything store”, is now looking to seriously expand into the grocery and food business with a $13.7b acquisition of Whole Foods. This is a big move for the retail powerhouse, and one of their largest acquisitions to date. So, why did […]

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