Net Promoter Score - Home - Boston College

Net Promoter Score

August 2013

Herman Miller is currently benchmarking other companies that have used or currently use the Net Promoter Score (NPS) to measure customer loyalty and/or employee engagement. We are looking to see what other companies learned during implementation and what advice they would have for a company looking to implement.

1. Does your organization use Net Promoter Score (NPS) to measure customer loyalty and/or employee engagement? a. If yes, would you be willing to provide a contact name/phone number so I could follow up with more detailed questions?

Kim Smit, Herman Miller, August 14, 2013

AstraZeneca Pharmaceuticals Liz Perotti Liz.perotti@

Chubb & Son Insurance Julie La Saracina jlasaracina@

Deere & Company Gail Henderson hendersongailw@

Deloitte Amy Gleisner agleisner@

LA Metro Transit Suzanne Lauver

AstraZeneca has not used NPS.

I am not aware of Chubb using this measure.

We do use them for customer experience but not for employee engagement. For the customer experience perspective Erin Wallace in our Olathe Kansas office will talk with her if she would like. Erin Wallace, Global Manager Customer Experience wallaceerind@ Deloitte does not use NPS.

Metro does not measure customer loyalty but we have the exit interview questionnaire that is

lauvers@

Mondelez Marangelie Olivo marangelie.olivo@

Pearson Chris Pfeiffer Christine.pfeiffer@

University of Kentucky Erika Chambers erikachambers@uky.edu

sent to employees resigning from the agency. It is given to them and response is optional. Response is directly sent to the head of HR. We don't use NPS to measure employee engagement in Mondelz International NA.

Pearson does not use NPS as far as I am aware.

We do not use NPS.

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