10:30  -  11:15

May 8, 2019

Grand Ballroom B

602: The Net Promoter Score® : Your Customer Reserve Margin over the Next Decade

Net Promoter Score® (NPS) have been commonly deployed since 2003 by many competitive industries.  The score is based on a single question: “What is the likelihood that you would recommend Company X to a friend or colleague?”  The score is a quick metric to gauge customer loyalty and high scores correlate strongly with company’s growth potential.

The NPS is increasingly being deployed by regulated utility companies, often as a substitute to traditional customer satisfaction research.   Over the next decade, NPS represents the reserve margin you have with your customers and will take on even more importance as technology, customer expectations and the threat of natural disaster will change your customer relationship and your operations.  Come hear a discussion around ways to gain insight into your evolving customer relationship and learn to optimize your utility operations for the future.

Net Promoter System®, Net Promoter Score®, NPS® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.