What's Your Score?
Joe Mullich
How much can a company gain from asking customers two simple questions: On a scale of 0 to 10, how likely are you to recommend us? If you would not recommend us, why not? According to General Electric, the answers to these questions, which form the basis of the popular, yet controversial, Net Promoter Score (NPS), directly led to billions of dollars in revenue from increased market share. And Mountain View, Calif.–based Intuit, Inc. realized a significant boost in retail market share for its TurboTax software — from 73 percent to 79 percent over two...