The Customer Confidential Podcast
Making the Grade at City Year
City Year's Gillian Smith discusses how the nonprofit uses Net Promoter® to gauge its impact.
Most recently, I talked to Gillian Smith, the chief marketing officer of City Year (see player above), the nonprofit that sends young people into urban schools to help struggling students succeed. City Year uses the Net Promoter System® to gauge its relationship with its key constituents, including members of its corps, donors and the schools and communities it serves. What might surprise many executives is that City Year faces many of the same Net Promoter challenges as Fortune 500 companies.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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February 11, 2014