Net Promoter Score® (NPS®) Study 2017: Study on Public Agencies
7 public agencies with high levels of interactions with members of public to measure theirs customers' loyalty/advocacy levels.
The Net Promoter System® is a measurement tool that informs organisations of their customers' loyalty/advocacy levels. Our NPS® 2017 study focussed on 7 public agencies with high levels of interactions with members of public.
Our results suggest that expectations are currently being met, but more could be done to provide perceived benefits for the customers. Furthermore, organisations with a better management of their customers' emotional experience tend to receive better NPS® scores.
What about your organisation? Do you understand your customers, and are you providing them with the differentiating factor that sets you apart from your competition?