said 1 year, 5 months ago:
@joanmuschampfagnani Net Promoter Score (NPS) is now the key metric used in the ski industry here in the province of Quebec, and I know many industries have also followed suit.
I used to work closer in the loyalty field and relationship marketing, and while there were so many metrics out there to calibrate customer retention, stimulation and loyalty, it seems like NPS was just that much more simpler to use and understand.
Of course, critics argue that it’s too simplistic. But really, I was once in a big corporation, where insane budgets were put into research and surveys, with 5-pages long questionnaires that woulc be repeated every quarter to big amount of passengers. Reality was, after a while, you know where the sore points are, and those extensive surveys just don’t add that much more value in the end, if and when it is done repetitively.
I actually bought and read the book “The Ultimate Question” by Fred Reicheld back in 2005 when NPS came into fashion, and loved it. I also bought his most recent version, “The Ultimate Question 2.0″ but haven’t had the time to read it yet.
To answer your question: what sets it apart from other systems is that, if and when the score becomes an industry standard, you now have a basis for comparison. If you score 62%, well that’s great, but if industry standard is 70% or more, it’s gotta make you reflect. Likewise, I believe airlines get dismal scores, in the 20-30% range. So if Southwest airlines scores regularly at 58%, for example, then it makes them the golden standard in the airline industry. (The figures are all speculation, but you can get the idea)