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Customer Satisfaction Score 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 2011 my NPS is currently 80 This is based on the following: Total client responding: 5 Promoters: 4 (80%) Passives: 1 (20%) Detractors: 0 (0%) NPS score for year 08 - 09: 81 NPS score for year 09 - 10: 62 |