Video
From Feedback to Action
Net Promoter System® companies use customer feedback to address individual customers' concerns and inform systemic improvements, explains Bain Partner Rob Markey in this short video.
Customer feedback is pointless if a company doesn't use it to improve the customer experience. To create loyalty, Net Promoter System companies use this input to address individual customers' concerns and inform systemic improvements, explains Rob Markey, global practice leader of Bain's Customer Strategy and Marketing practice, in this short video.
Read the Bain Brief: From feedback to action
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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October 01, 2014