The Net Promoter Score (NPS) is the current customer-relationship metric used by GE and other F500 and ASX100 companies.
The score is calculated by subtracting the percentage of detractors from the percentage of promoters.
On a 1-10 scale the NPS question is asked: How likely is it that you would recommend [brand] to a friend or colleague?GE demonstrated their NPS commitment by mandating up to 20% of annual bonuses of senior executives would have an NPS connection.
How does your current NPS compare with your competitors? If the answer’s “not well” then that’s a BIG sales problem.