NPS Implementation

Net Promoter Score® (NPS) is more than metric.  Successful companies have several common characteristics, and they follow the keys to a successful NPS system implementation.

The Secrets to Successful NPS Surveys

  • Customize, Customize, Customize. We take the time to really understand your business and learned what makes them unique.  We make the decision to work with us easy because we believe it is more important to provide you with a solution that meets your specific needs, rather than sell an “off the shelf” product.  Quality Results begin with Quality Solutions.
  • The data collection process is seamless. Quality Solutions has the understanding and experience to work with your IT professionals and sales and marketing staff to assure the right people are surveyed and not over-surveyed.
  • There is an effective escalation reporting process. Whenever a Detractor is identified, you will receive a real-time alert or escalation report providing all of their scores and comments.
  • There is an effective closed loop system. It’s important to manage the follow-up interaction with the Detractor or customer at risk. We offer several solutions depending on the size of the organization and your budget. All clients receive training on our step by step system of Customer Recovery. Additionally you will have access to several tools for managing the information flow through the investigation and resolution process.
  • Reporting which provides actionable guidance. Your NPS reporting process will be tailored to your business. Narrative customer feedback is processed through our sentiment analysis process to give your team clear direction as to what needs to be addressed in order to improve your customers’ experience. Our feedback tools also give your customer by customer feedback.  If you want business unit feedback you’ll get it. If you want unique customer scorecards, you’ll get it. And you will get it in a format which is easily understood and can be acted upon today.

Quality Solutions combines the inquiry techniques of professional consultants with best practices of market research experts to give every client their best possible solution, a quality solution.

Why Quality Solutions?

When you select Quality Solutions to assist you in your process you will have the assurance of knowing you are working with a Certified Net Promoter Consultant.  Our services are designed to address the critical business issues of customer loyalty, retention, and growth.  We offer customized solutions to meet the unique needs of our clients.  We never offer canned or cookie cutter solutions.

We realize there are many options available to you; however, we believe you will be hard pressed to find a better combination of resources and customization services than Quality Solutions.

We understand how to master relationships. We are experts in measuring and helping clients optimize and maximize the strength of their relations with their customers, stakeholders and other targets.  Each year we collect feedback from thousands of consumers, businesses, distributors, and end-users for our clients.

Quality Solutions has always been committed to applying leading edge methods to assess customer satisfaction and customer loyalty.  Our adoption of NPS came after serious benchmarking of best practices from a variety of industries. Our objective has always been to support our clients’ attainment of Performance Excellence, and we have found that Net Promoter Score is a proven process to assess customer loyalty.

Today, we provide our clients with benchmarks as well as competitive scoring, allowing many of them to see industry and direct competitor Net Promoter Scores as a means of comparison. We also provide robust and customizable software to track responses, growth and benchmarks.