Many of our clients use Net Promoter Score, and we can benchmark your performance against them. There’s no doubt that word of mouth (positive and negative) is a big part of the reason that customer satisfaction links to business performance, and NPS taps into that mechanism.
If NPS is the right measure for you, we can build you a survey that tracks performance at an overall level and by team. We’ll also identify the main drivers of Promotion and Detraction, and do our best to prove the impact on business performance.
While it may be true that the best advertising is word-of-mouth, never lose sight of the fact it also can be the worst advertising.Jef I. Richards