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Are you moving your NPS dial?

My post asks "Are you moving your NPS dial?" because beaton wants to encourage all firms to work on doing the same! This is the first time beaton has published the extent to which some firms are improving their NPS. As my colleague, George Beaton, explained in Mirror on the wall which firms have the highest relationship NPS of all? (see the post on Research. Reveal.), the beatonbenchmarks annual study, includes a question which we use to gauge respondents’ likelihood to recommend a firm on a 0-10 scale: "Would you recommend Firm X to a friend?" As many readers will be aware, this is the question made famous by Frederick Reichheld of Bain & Company who pioneered the NPS concept. Three types o

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