Despite having been launched nearly 20 years ago, there continues to be a divide among practitioners as to the value of Net Promoter Score (NPS). Whether you are a Promoter of this methodology or a Detractor, you might have wondered:
- How do senior practitioners like yourself feel about the value and ROI of Net Promoter?
- Which departments most often ‘own’ NPS survey administration and/or the budget in other B2B companies?
- If your company’s survey cadence is in alignment with others in the industry?
- Are there other CX strategies and metrics that are commonly leveraged by your peers?
Since the publication of the 2003 Harvard Business Review article “The One Number You Need to Grow”, Net Promoter Score (NPS) has generated strong opinions, some of them very much in favor of the customer loyalty metric while others staunchly discourage its use.
Where do you stand on the great Net Promoter debate?
During our 13-year tenure as a CX consulting firm, Satrix Solutions has seen firsthand the evolution of NPS and how it’s been embraced across boardrooms and adopted in B2B organizations.
That’s why we decided to launch an industry study on NPS in B2B. We’re welcoming feedback from the people who are heavily involved in the decision to use or not use NPS in their company.
What makes this NPS research study impactful for B2B Professionals?
- There doesn’t appear to be widely published research that dives deeply into how NPS or other CX metrics are used within organizations.
- By understanding the perceived value, advantages, and disadvantages of using Net Promoter Score, CX Professionals will better understand the possible benefits and drawbacks perceived for various personas and roles within your organization.
- Results of this research (which will first be shared with respondents) will uncover best practices and insights into how B2B companies are gathering and using customer satisfaction feedback.
The survey is off to a strong start and we’re gaining valuable insights into the application and ROI of Customer Experience data and metrics. If you are interested in receiving a copy of the final report or if you or anyone you know would be interested in participating in this important NPS research study, please drop us a note.