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Words With (Loyal) Friends

March 12, 2012

Last week I went on a fake rant about the pencil pictured here. See the little clip? Yeah, this promotional picture is the only place you’ll see one because they break off about 20 seconds out of the box. Yeah, every one of them. I’m not a fan, or a promoter…

As practitioners of the Net Promoter Score methodology for measuring customer loyalty, we ask our customers “the ultimate question” to see if they are happy with our products and services:

If asked, how likely are you to recommend Kronos to a colleague or business associate?

In addition to responding from 0 – 10, with 0 being “highly unlikely” and 10 being “very likely,” customers also have the opportunity to comment. Customers who score the question 9 or 10 are considered “promoters” who will go out of their way to speak well of you. Here’s what they said most in February:

What our customers said most were things like “keep doing” and “continue” what you’re doing. As a thirty-something year old technology company, we have learned how to provide excellent customer support and our Kronos Global Support organization has been doing that at an award winning pace for eleven consecutive years.

I like sifting through cell after cell of the words our customers say. You’ve got to jump right into the matrix and “be the data” to even begin understanding what’s going on. Yes, the numbers are important too, but an analysis of them would require me using a pencil, and I just can’t bear that right now.

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