Net Promoter System

Turn customers into brand advocates.

There’s a customer service disconnect between executive directives and frontline execution.

While many executives talk about the importance of customer loyalty, there is a big disconnect between what CEO’s are saying and what customers are feeling about their companies. Strategic corporate decisions are important, but frontline behaviour at each location primarily determines whether a customer has an experience that’s just satisfactory – or one that delights.

At FranklinCovey, we take a unique approach to improve customer experience. Rather than top-down prescriptions driven by corporate data analysts, we advocate for a bottom-up approach powered by the employees on the frontlines.

Are your customers loyal?

Course Details

Let your frontline own the customer experience.

Imagine if every one of your teams or locations delighted 80% or more customers. What would that be worth?

Truly great customer service can only come from holding frontline employees accountable. Empower your teams to discuss ideas, vote on the best ones and then run thoughtful experiments to tackle customer service issues directly. Use their first-hand insights to help define what a great experience should look like. With great customer experiences comes loyalty that will transform customers into promoters.

Our Net Promoter System (NPS) helps organisations:

  • Accurately measure customer service for every team.
  • Identify your strong and weak frontline leaders.
  • Analyse and share feedback in simple, meaningful ways.
  • Train and coach leaders how to delight more customers.

Thrive in a customer-driven world.

At FranklinCovey, we help organisations build a winning culture, which is the common denominator among all great organisations. Get the culture right and frontline attitude and behaviour will follow.

With over 20 years of measuring and improving the customer experience, our team along with Fred Reichheld, creator of the Net Promoter System, we don’t just gather customer feedback, we help you improve it to grow your business faster.

Free Guide

Manage Your Energy to Do Your Job Well

Use this guide to identify areas where you’re putting yourself at risk of burnout.

Register for an Event

Leading Customer Loyalty On Demand Webcast

Crack the code to customer devotion with FranklinCovey’s loyalty practice leader, Sandy Rogers.

How to Experience FranklinCovey Content

This course is included in the FranklinCovey All Access Pass®. This pass provides your organisation unlimited access to all of our content, whenever and wherever you need it.

Live-Online

Dynamic education and development, available online from any location.

In-Person

Expert education and development delivered face-to-face.

On Demand

Content available to your people anywhere, any time.

Customer Stories

Enterprise Rent-A-Car

Satisfying Customers to Out-Compete the Competition

Enterprise Rent-A-Car was seeking to completely satisfy all customers will generate growth for the company and all employees. See how they focused on customer loyalty and went from the bottom of the rental car food chain to the top in just a few short years.

Client Spotlight – Nonprofit

Empowering First-Level Leaders to Inspire and Influence Results

One of the largest nonprofits in the western United States had a sprawling mission and too many good ideas. With the help of FranklinCovey’s All Access Pass®, the organisation was able to prioritise and inspire results, improve revenues and increase customer satisfaction.

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