“Red Book Solutions strives to stay in-tune with the evolving needs of our customers and we rely on Net Promoter and other customer feedback programs to help us do that. The results of this 3rd party scoring program demonstrate that our customers are not only enthusiastic about the phenomenal customer experience they receive, but are equally satisfied with how our playbook drives their day and promotes top performance,”
The Net Promoter Score is not just a metric but and operating model used to gauge the loyalty of a company’s customer relationships by asking a simple question: “on a 0 to 10 rating scale, where 10 is “extremely likely” and 0 is “not at all likely”: How likely is it that you would recommend our company to a friend or colleague?” Based on their responses, customers are categorized into one of three groups: Promoters (9-10 rating), Passives (7-8 rating), and Detractors (0-6 rating). To calculate the NPS the percentage of Detractors is then subtracted from the percentage of Promoters, resulting in the company’s overall score.
“The Red Book Solutions team is truly committed to creating a differentiated service experience for their customers. The company leverages the Net Promoter discipline as just one of the ways they actively listen to the “voice-of-
Categories in which Red Book Solutions scored the highest include interactions with the Red Book Solutions client support department and account personnel; and the value the playbooks bring to their organization. Equally impressive was the response to the question of how likely customers are to continue to purchase from Red Book Solutions, which averaged 9 out of 10.
Below is a direct quote taken from a Red Book Solutions client during the Net Promoter research:
“The tool has become a staple in our operations. Our managers use it as the central repository for all communications.”