In the materials section of this site I describe in some detail 'The Ultimate Question' by Fred Reichheld, where he introduces the Net Promoter Score, which I believe is a breakthrough piece in the simple and continuous measurement of customer satisfaction.

I have introduced this material to a number of clients and they have shared with me what a superbly effective tool this is.

Practising what I preach, I now use the Net Promoter Score as a continual measure of the customer satisfaction levels I am delivering.

For the year to 31st March 2010 my NPS is currently

65



This is based on the following:

Total client responding: 96
Promoters: 70 (73%)
Passives: 18 (19%)
Detractors: 8 (8%)




NPS score for year 08 - 09: 81