The heart of the Net Promoter System (1-minute read)
While it is unfortunately the only part of the system that many companies use, the NPS numbers don’t matter all that much. What matters is what you do with what you have learned. The heart of the Net Promoter System lies in the three processes that support feedback, learning and improvement. They are shown above.
The Inner Loop covers improvements for individual customers. You will find that some issues come up repeatedly and need to be improved for many customers. These ‘class issues’ are the subject of deeper analysis and improvement work in the Outer Loop. Some Outer Loop items cross business and / or functional lines and need to be led by someone who has the appropriate authority; usually the customer experience leader in larger companies. The Huddle is a regular team meeting to discuss progress. For those not familiar with American Football, the Huddle is the brief get-together each team does to plan its next play. It takes seconds. Implementing each of the three elements well should be the top priority for your Net Promoter System implementation.
(Image is copyright Bain & Company. Used with permission.)