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 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...

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands