The Customer Confidential Podcast
What’s in a Benchmark? A Podcast Q&A with Maurice FitzGerald
Maurice FitzGerald, who runs the Net Promoter System Forum on LinkedIn, joins Rob Markey to discuss questions about the critical issue of benchmarking.
What does it take to develop meaningful competitive benchmark Net Promoter Scores? What is the relationship between benchmark trends and revenue? What if your company is small or operates in a niche industry with few competitors for comparison?
Competitive benchmark Net Promoter Scores® provide an objective and fair basis for comparing your company’s feedback to the feedback your competitors earn. Done right, they can provide the basis for goal setting and prioritization at the highest levels of a company. However, calculating a sound benchmark score can be challenging and complex.
In this episode, I welcome back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. Together, we tackle questions about competitive benchmarking from members of the Net Promoter System Forum on LinkedIn, which Maurice manages.
You can listen to our conversation in iTunes, Stitcher or through the player above.
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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August 24, 2017