Measurement of Net Promoter Score (NPS) and customer service ratings for manufacturer

Client description

  • Manufacturer of flooring accessories with 7 key product groups.

Project objectives

  • To measure Net Promoter Score and customer service ratings across all product groups.
  • To compare and track NPS and ratings across different product groups and customer types to identify strengths and weaknesses.

How we met the objectives

  • Telephone interview programme covering all key product categories.
  • Ensured a reasonable sized sample in each customer group to be able to measure future changes in ratings.

Benefits for the client

  • Identified strengths and weaknesses across its UK businesses which led to an action plan for improvement.
  • Used as a key input to overall marketing and branding strategy