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

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.

Chapters

• 0:00 Welcome and Episode Introduction
• 0:30 Net Promoter Score Explained
• 1:30 Personal Health Update
• 2:30 Next Episode Preview

Transcript

Speaker 1: 0:00

Welcome to the Scott Townsend Show brought to you by Pizza man Productions. Hey, this is Scott Townsend. Welcome back to the Scott Townsend Show. Today is an abbreviated episode for a couple of reasons, but before I get into all that, um, but before I get into all that, I've been wanting to dive into the net promoter score. What does that mean? Why do companies use net promoter score? Who came up with it and why is it such a big deal? Is it a big deal and how does it work? I know a lot of companies, including the one I work for, use it, but no one really explains what it's all about. So I decided to do my own digging and have come up with some pretty cool things. It's opened my eyes as to what it's really all about and how it helps you get a quick snapshot of if you're heading towards growth or not, based on how the customers answer. One question, one question. I'm going to keep this brief because I've if you can't tell by my voice, it's my hair and everything 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 the energy has been sapped. And, uh, I wanted to get this thing posted because I like to try to get my episodes posted on wednesdays. But let's just suffice to say we're going to be talking about the net promoter score and Friedrich yeah, I can't even say his last name, I'll get that down next time but um, and why your company should consider using the Net Promoter Score, why companies use it. It's kind of interesting. I used to work for Enterprise Rent-A-Car and they used the Net Promoter Score and they called theirs the ESQI. The company I work for now calls it the LTR likelihood to recommend. Okay, so yeah, that's what we're going to do. So I'm not going to. I'm going to quit fiddling around here. Next Wednesday we're going. We're on to Net Promoter Score and what it's all about. Who made it? Who created it? Why is it such a big deal? Have a great day, everything's going to be all right and we'll talk to you later. The Scott Townsend Show is a Dietz-O-Man production. For more episodes, visit the Scott Townsend Show YouTube channel, listen on Apple Podcasts or wherever you listen to your favorite shows.

Speaker 1: 3:42

The Scott Townsend Show. Let's go talk some. Show you. I've either had a sinus infection or allergies, I don't know, but the throat is just burning. Actually it's not as bad as it has been. I'm on the downhill slide here, but, yeah, just all the energy has just been sapped. The energy has just been sapped and, uh, I wanted to get this thing posted because I like to try to get my episodes posted on wednesdays. But let's just suffice to say we're going to be talking about the net promoter score and why your company should consider using the net promoter score. Why? Why companies use it. It it's kind of interesting. I used to work for Enterprise Rent-A-Car and they used the net promoter score and they called theirs the ESQI. The company I work for now calls it the LTR likelihood to recommend. Have a great day, everything's going to be all right and we'll talk to you later.