How to measure your WOMBAT intelligence
Posted on October 6th, 2006 by MichaelOne corporate metric that is gaining traction in progressive corporations, like GE, is the NPS or Net Promoter Score.
The NPS helps you measure your enterprise WOMBAT intelligence: how clever your enterprise is at WOMBAT marketing.
A net promoter score (NPS) is the result of a customer satisfaction survey in which customers are asked only one so-called “ultimate” question: How likely are you to recommend Company or Product X to a friend or colleague? The NPS concept was developed by loyalty business model expert Fred Reichheld of Bain & Company and is discussed in his book The Ultimate Question: Driving Good Profits and True Growth. The concept is based on Reichheld’s research into the link between customer satisfaction, customer loyalty and profitability.
