NPS works best within the context of a robust customer feedback & listening program.

For eg, Melinda Gonzalez implemented salesforce.com’s first-ever NPS program, and her process included:

• Using the entire customer journey as a framework against which to measure customer experience.
• Designing a feedback collection strategy with audience segmentation, market segmentation, and customer maturity.
• Taking action on feedback — because feedback is only as useful as its follow-through.
• Responding to customers, so they know their feedback is valued.
• Measuring improvement targets and adjusting as needed.

"net promoter score" is a metric measured by most of the fortune 100. many people expect NPS to do more than is realistic. Incorporating a brand advocacy program to encourage and leverage promoters is also a good idea.

At Sprint, 20% of employee bonuses are tied to Net Promoter Score. On the surface, that doesn’t seem like the worst idea ever. But think of it this way: Is your goal to improve a score, or to improve your customers’ experiences? They are not one and the same.

Use the net promoter score as a compass to guide you to creating better customer service. Don’t treat the number as the end goal, or you’ll find people gaming the system.

The key is to listen, and then Proactively deliver what customers need to achieve their desired outcomes. This requires a net promoter cycle. If you don't take action based on results, you won't magically move the needle.

• Product Development uses NPS feedback to prioritize dev resources.
• Marketing uses NPS to find and ask happy clients to join their advocacy programs.
• Customer Service/Support uses NPS as a signal for when clients need outreach and support.
• Sales uses NPS to identify accounts primed for upsells and referrals.

The open-ended response section of the NPS survey can become a repository for everything from Venting, to How-To questions. The beauty of NPS is that it has one job — don’t make it pull Triple-Duty as the primary communication outlet. If people are asking questions via NPS survey, it might indicate that they don’t feel able to elsewhere. If you fail to close the Loop with these customers, they’ll be even more frustrated.

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