Why & what?
For GMP it’s important to measure and improve every customer experience from and understand it by collecting ratings and comments. Based on this info, we can prioritize projects and distribute data across our organization to drive engagement and improvement.
To collect this feedback, understand it and act on it, we use the NPS framework.
This Net Promoter Score (NPS), an index ranging from -100 to 100, measures the willingness of our customers to recommend GMP's products & services to other potential buyers and monitors the overall satisfaction and loyalty to our brand.
We will contact you via email, sending a simple survey with one single question:
On a scale of 0 to 10, how likely are you to recommend GMP to another company/contact?
Detractors
Score lower or equal to 6
You are not particularly thrilled by the products & services that GMP delivered.
What can we do to improve your GMP experience?
Passives
Score of 7 or 8
You are satisfied, but not enthusiastic enough about GMP's products & services to actually promote us.
What could we improve in order for you to rate your GMP experience 9 or 10?
Promoters
Score of 9 or 10
You love GMP's products & services and are enthusiastic to recommend them to other potential buyers.
What did you appreciate most about your GMP experience?
Final calculation of the Net Promoter Score (a score between -100 and 100) is done by subtracting the percentage of detractors from the percentage of promoters.
Customer centricity among all GMP employees
It is our conviction that everyone at GMP plays a role in customer experience and has an impact on the results of the Net Promoter Score (NPS).
Customer experience metrics will allow everyone at GMP to collaborate more directly in a customer-centric way. The obtained data will be communicated in all departments of our company, making the NPS a constant tool for encouraging every team member to improve customer satisfaction.
Because it’s all about U.