Using NPS to drive customer focus, revenue and profit

Patrick Barwise and Seán Meehan

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 MeehanLondon 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.

Willingness to recommend is likely to be positively correlated with customer loyalty and negatively correlated with the cost of acquiring new customers.

To transform an organisation to put customers at the centre of decision making is rare. This is the story of how Aggreko, an international leader in...

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