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Net Promoter in Ad Age
Despite its eye-straining gray-on-white text, Ad Age has a good summary of Net Promoter, which I've covered in past columns. From Do You Know Your Net Promoter Score?:
[C]ompanies have for years based decisions on satisfaction surveys that have a poor response rate, largely because they're too long. They're so long, in fact, they've come to "appeal only to the lonely, the bored and the seriously aggrieved," as he puts it. Mr. Reichheld said all those questions can be reduced to a single one, answered on a scale of 0 to 10, that places a lot of weight on a customer's own credibility: How likely is it that you would recommend our company to a friend or colleague?
(Thanks to Tom Charde for the pointer.)
Also see: A thought on selling good experience, which mentions net promoter.
P.S. Gray-on-white text needs to stop. If you don't believe me, read this e-book excerpt showing research on typography and reader comprehension.
Hello, Mark--I really enjoy your blog and find your perspective both insightful and fun. I wanted to share with you an article that was published by one of our principals on Net Promoter--it focuses on best and worst practices. Appreciate any questions or thoughts:
What Not to Do With Net Promoter
Before leaping onto the net promoter bandwagon, it's worth taking a look at how others fall short and waste their money http://www.businessweek.com/smallbiz/content/jul2006/sb20060731_349936.htm?chan=top+news_top+news.