#226 Would You Recommend Us? The Powerful Metric Behind Customer Satisfaction

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A preview of next week's exploration of the Net Promoter Score (NPS), the single-question metric that helps businesses predict growth through customer loyalty. We'll uncover who created it, why it's widely used, and how different companies implement this powerful tool.

• Net Promoter Score revolves around one question about customers' likelihood to recommend
• Various companies use different names for NPS (ESQI at Enterprise, LTR elsewhere)
• The metric provides a quick snapshot of whether a business is heading toward growth
• Next week's full episode will explain who created NPS and why it's become so important
• Understanding NPS helps businesses gain valuable customer loyalty insights

Come back next Wednesday for our complete breakdown of the Net Promoter Score and discover why this simple metric has transformed how businesses measure customer satisfaction.

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Episode Transcript

Speaker 1 (00:00):
Welcome to the Scott Townsend Show brought to you by
Pizza man Productions.
Hey, this is Scott Townsend.
Welcome back to the ScottTownsend Show.
Today is an abbreviated episodefor a couple of reasons, but

(00:22):
before I get into all that, um,but before I get into all that,
I've been wanting to dive intothe net promoter score.
What does that mean?
Why do companies use netpromoter score?
Who came up with it and why isit such a big deal?
Is it a big deal and how doesit work?

(00:43):
I know a lot of companies,including the one I work for,
use it, but no one reallyexplains what it's all about.
So I decided to do my owndigging and have come up with
some pretty cool things.
It's opened my eyes as to whatit's really all about and how it

(01:07):
helps you get a quick snapshotof if you're heading towards
growth or not, based on how thecustomers answer.
One question, one question.

(01:32):
I'm going to keep this briefbecause I've if you can't tell
by my voice, it's my hair andeverything it's I've either had
a sinus infection or allergies,I don't know, but the throat is
just burning.
Actually it's not so bad.
It's not as bad as it has been.
I'm on the downhill slide here.
But uh, yeah, just all theenergy has been sapped.

(01:53):
And, uh, I wanted to get thisthing posted because I like to
try to get my episodes posted onwednesdays.
But let's just suffice to saywe're going to be talking about
the net promoter score andFriedrich yeah, I can't even say

(02:15):
his last name, I'll get thatdown next time but um, and why
your company should considerusing the Net Promoter Score,
why companies use it.
It's kind of interesting.
I used to work for EnterpriseRent-A-Car and they used the Net

(02:40):
Promoter Score and they calledtheirs the ESQI.
The company I work for nowcalls it the LTR likelihood to
recommend.
Okay, so yeah, that's whatwe're going to do.
So I'm not going to.
I'm going to quit fiddlingaround here.
Next Wednesday we're going.
We're on to Net Promoter Scoreand what it's all about.
Who made it?
Who created it?
Why is it such a big deal?

(03:01):
Have a great day, everything'sgoing to be all right and we'll
talk to you later.
The Scott Townsend Show is aDietz-O-Man production.

(03:33):
For more episodes, visit theScott Townsend Show YouTube
channel, listen on ApplePodcasts or wherever you listen
to your favorite shows.
The Scott Townsend Show.
Let's go talk some.
Show you.
I've either had a sinusinfection or allergies, I don't

(04:40):
know, but the throat is justburning.
Actually it's not as bad as ithas been.
I'm on the downhill slide here,but, yeah, just all the energy
has just been sapped.
The energy has just been sappedand, uh, I wanted to get this

(05:02):
thing posted because I like totry to get my episodes posted on
wednesdays.
But let's just suffice to saywe're going to be talking about
the net promoter score and whyyour company should consider
using the net promoter score.
Why?
Why companies use it.
It it's kind of interesting.
I used to work for EnterpriseRent-A-Car and they used the net

(05:23):
promoter score and they calledtheirs the ESQI.
The company I work for nowcalls it the LTR likelihood to
recommend.
Have a great day, everything'sgoing to be all right and we'll
talk to you later.