Using NPS to drive customer focus, revenue and profit

This article describes how a power supply business used the Net Promoter Score metric to drive customer focus throughout the company and consolidate its global market leadership, resulting in greatly improved customer satisfaction, sales and profits.

Using NPS to drive customer focus, revenue and profit

Patrick Barwise and Seán Meehan London Business School and IMD

Power supply business Aggreko used the Net Promoter Score to drive customer focus through the organisation and consolidate its global market leadership. The result? Market-leading customer satisfaction and dramatically increased sales and profits.