Net promotion

I haven’t written much about TQS validation and net promotion before.

Like lots of people, if I were asked to give a rating to a supplier on a scale of one to ten, unless I knew what the scores meant, I would never give a nine or a ten.

For me eight out of ten is as much as I can ever really see myself giving.

Quite a few people have been asking about net promotion and its background recently so it’s time to write a post about it.

Where does the concept of the Net Promoter® score come from?

Did it come from the LSC?
No, it didn’t.

Did it come from OFSTED?
No, it didn’t.

Did it come from government?
No, it didn’t.

In fact the concept is well established in the field of building customer loyalty and assisting business improvement. It’s also a registered mark so strictly one should always put ® after writing the term Net Promoter®.

There’s a book called: The Ultimate Question by Fred Reichheld which really started to popularise the concept. It has been taken up by lots of large companies hoping to build their business through building customer loyalty.

In fact, there is a whole industry linked to net promotion and using it to build business. One of the interesting statistics is that those who embrace the concept and use it to drive improvement in their business are likely to grow faster than other organisations in their industry by about 2.5 times.

Of course, there’s a lot more to net promotion than ringing up customers and asking them that question.

There’s a plenty of information to be found at:

www.netpromoter.com