Net Promoter Score

I had been looking for a new kind of customer questionnaire and browsing through the business books in Toronto airport I came across “The Ultimate Question” by Fred Reichheld. Fred created Net Promoter Score (NPS) which measures customer satisfaction but reflects the likelihood of building your business by building customer advocacy.

Travel Counsellors had the highest NPS Score in the World and I was invited along with four other high scoring NPS companies to present ( video) their stories to the Chick-fil-a annual convention in 2013.

Chick Fil a open over 100 new outlets per year and they have a private jet to ferry the executives around the US. The video is taken at their aircraft hangar in Atlanta, Georgia in the US.

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