The proverbial NPS, or Net Promoter Score, is a veritable mark of the excellence of an organization’s service and a measure of customer or employee satisfaction. In other words, it begs the question what the likelihood someone will recommend the organization, product, or service to another is?
NPS forces us to consider the lasting impression we, as a company, leave. It is not the initial impression that matters most, but it’s the one that is carried forward and recalled.
With most humans, how we leave the interaction is what remains front of mind. For example, the cruise was a disaster, but the company offered you another at their expense as an apology. The flight was delayed due to mechanical issues, yet the carrier offered no apology or compensation for the hours you sat in the waiting area, which led to a missed connection. On the other end, the airline was profusely apologetic for no fault of their own and looked to ease your inconvenience. Who will you be inclined to recall and promote?
No matter the size of your market or the clients you serve, the richness of the lasting impression is unforgettable. It takes little effort, and even where there may be an immediate cost to you, can you afford the opportunity cost of not gaining an “extremely likely” on your net promoter score?. What matters most to your organization, and are we committed to providing.
