The Infrastructure Behind a Net Promoter System

Net Promoter SystemSM (NPS®) practitioners have created sophisticated systems that enable them to close the loop with customers, bring the comments and criticisms that they get to the front line and use that feedback to continually improve the customer experience. They have learned how to link the feedback to their customer relationship management (CRM) software and their existing operational infrastructure, so that they know what the customers’ experiences actually were. They can also tie it to their financial systems, thus giving executives a crystal-clear picture of the economics of customer loyalty. Let’s consider the systems involved.

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