For Customer Experience Professionals

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	May 19, 2009 Executive Q&A: Net Promoter Score by Bruce D. Temkin with Angela Beckers

This is an excerpt

Executive Summary

Net Promoter has become a popular term. But many firms don't understand exactly what it is and how to use it most effectively. This Q&A document examines some frequently asked questions and should help companies that are wondering how and when to use the Net Promoter methodology.

TABLE OF CONTENTS

• 1. What is the Net Promoter Score?
• 2. Why is Net Promoter so popular?
• 3. What makes Net Promoter valuable?
• 4. Is Net Promoter a good measurement?
• 5. How is customer experience related to Net Promoter?
• 6. How can companies get the most out of Net Promoter efforts?

This is an excerpt