Customer Experience Surveying with the Net Promoter Score

Above is my deck from the Apple Specialist Conference in Miami, Florida. I presented “Two Quick Questions”, a seminar on using the Net Promoter Score to:

• Measure customer satisfaction, which directly links to profitability and customer retention

• Measure employee engagement, which directly links to customer engagement and referrals

• Praise employees for good experiences and source testimonials

• Diagnose knowledge and performance gaps

• Listen to the voice of your customer

• Find your “moments of truth”

Mentioned Resources

• Net Promoter Score official website and book

• My article on Best Practices to Responding to Yelp Reviews

• SurveyMonkey

Important Review Sites to Monitor

• Yelp

• Google Places/Maps

• Apple Consultants Network

• Angie’s List

Jazmin Hupp at Tekserve
2011
art direction by Diane Meier