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Vanguard founder Jack Bogle used to rely on customer letters to gauge sentiment, calling his system “Bogle’s barometer.” Now the investment management company uses the Net Promoter Score® to help it engage promoters and fix problems that irk detractors, says CEO Bill McNabb.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Trailblazers: Vanguard
Vanguard executives and employees discuss their systematic effort to turn customer "moments of truth" into magical moments.