To become a customer-centric company, we first had to know what our customers think of us. There are many types of customer satisfaction measurements, but the one that works for us is the Net Promoter Score (NPS), co-developed by Satmetrix and Bain & Associates.
The Net Promoter metric separates your customers into three categories based on their willingness to recommend your brand (on a scale of 0 to 10).
• Promoters (score 9–10) are loyal customers who keep....