Frequently asked questions

What is the purpose of the NPS Loyalty Forum?
The NPS Loyalty Forum provides an opportunity for senior executives of companies that are using NPS disciplines to share best practices, network with others facing similar challenges, and help one another along the "NPS Journey."


My company has committed to using NPS, but we're at a very early stage. Does membership in the NPS Loyalty Forum make sense for us at this point?
The NPS Loyalty Forum welcomes companies at all stages of the NPS journey as long as they have made a serious commitment to using NPS disciplines in their customer-centric efforts.


How does the Forum operate?
The Forum conducts four in-person meetings per year and a number of interim meetings on topics of particular interest to Forum members.


Where are the meetings held?
Forum meetings are typically hosted by member companies at their US headquarters. Historically, as the Forum has several European-based members, we have held one meeting each year in Europe at a member location.


How are the meetings structured?
Based on feedback from our members, our four primary meetings typically take place over the course of two days with the total meeting time covering 1½ days.

As for the content of the meetings, we have been guided over time by input from our members. Typically, we spend a fair amount of time focused on our host, including a session with the CEO, a presentation from the Forum member, and a "frontline" panel. There are two or three "Best Practices Presentations" by Forum members, a presentation by the Bain partner who is the head of the Customer Loyalty Practice, and a significant amount of moderated discussion on a variety of NPS- and loyalty-related topics. Attendees have many opportunities to interact, both over the course of the meeting and informally during breaks and over cocktails and dinner.


What companies are members of the Forum?
There are around 35 members in the Forum currently, including companies such as American Express, LEGO, Intuit, eBay, Progressive Insurance, Vanguard, JetBlue, TD Bank, Ascension Health and Rackspace.


What is the typical member executive profile?
The NPS Loyalty Forum is a senior executive exchange. Typically, member executives report directly to the CEO of their company, and are the most senior executive responsible for NPS and/or customer loyalty within the company. While title conventions vary from company to company, most member executives hold at least an SVP title. Actual titles are less important than scope of responsibility within the member company.


I am interested in exploring membership in the Forum. What is the process for moving forward?
If your company is a Bain client, please contact your Bain partner. If your company is not a Bain client, simply contact Stu Berman. We will arrange a phone call to discuss your interest and, if appropriate, invite you to participate in an upcoming meeting of the Forum on an exploratory basis.


Is there a fee for attending an initial meeting?
No. The NPS Loyalty Forum does not charge a fee for attending a first meeting on an exploratory basis. This initial meeting affords a mutual opportunity for the existing members and the candidate member to evaluate whether membership in the Forum is appropriate.


What's the next step in the new membership process?
After the exploratory meeting, the Forum management canvasses the existing members as well as the candidate member to confirm mutual interest in moving forward with membership. In the event of mutual interest, membership is offered and the company executes the Forum's membership agreement.