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 Net Promoter® 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 Net Promoter®, 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 Net Promoter journey as long as they have made a serious commitment to using the Net Promoter System® in their customer-centric efforts.

How does the forum operate?
The NPS Loyalty 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 headquarters.

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 discussing our host company, including a session with the CEO, a presentation from the forum member, and a front-line panel. There are two or three "best practices presentations" by forum members, a presentation by a Bain partner from the Customer Strategy & Marketing Practice, and a significant amount of moderated discussion on a variety of Net Promoter 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.

Which companies are members of the forum?
The forum has about 35 members, 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 Net Promoter efforts and/or customer loyalty within the company. 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, contact Stu Berman. We will arrange a phone call to discuss your interest and, if appropriate, invite you to participate in an upcoming forum meeting 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.