BEST PRACTICES: RECRUITING

The Ultimate Question “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?”  Pioneered in 2003 by Fred Reichheld, author of The Ultimate Question, the NPS is a customer loyalty metric that predicts the likelihood of a customer repurchasing from you or referring your company to a friend. Is this information actionable? We think so. Share with front line employees, set up benchmarks, target “promoters”, with friends & family offers, “passives” with discounts for additional services, etc. The ultimate objective is to convert customers who were less than happy or unimpressed into promoters who will then put the word out and allow for increased revenues and profits. These customer enthusiasts will buy more from the company they are satisfied with, they’ll need less customer service and will refer friends and relatives. Free positive publicity from a promoter helps improve overall customer satisfaction and could lead to higher company profits and growth. This question is a barometer for how customers feel about your business and rates on a scale the likelihood of recommending the company or brand to a friend or colleague. The score from the responses to this question constitutes the Net Promoter Score (NPS), which is an index that measures the willingness of customers to recommend a company’s products or services to others and/or take the time to say positive things about your company or brand. The score is used as a proxy for gauging the customer’s overall satisfaction with a company’s service, the customer’s loyalty to the brand, and can be a gauge to predict company growth. The Ostler Group offers a completely customizable online survey that incorporates the Net Promoter Score question, as well as access to a dedicated reporting dashboard for your stores.

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