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?