Net Promoter Score (NPS) and Customer Weighted Value (CWV) are two commonly used methods that firms use to evaluate their performance. Each system has advantages and disadvantages, which are staunchly defended by the believers in each. We all can envision the need for an organization to receive feedback regarding products or services.

Detractors in each system quickly capture the attention of the business and rightfully so. If a customer interaction results in a poor experience, wise companies act quickly and decisively to resolve those issues. But what about the promoters? Are they being categorized as “safe, secure, repeat customers?

Hopefully they are, however there is as much value in understanding and promoting of their experience as there is benefit to investigating negative claims. Promoters have the opportunity to recruit others to your business as well as work as defenders of your organization. The point I am trying to make is that there is as much value in understanding and continuing an engaging relationship with a promoter as there is in correcting the cause for a detractors bad experience.

There is substantial value in NPS and CWV data. Data that can quickly form an additive advantage to your business without a great deal effort.

This article uses information from an article by Bill Lee, “The Hidden Wealth Beyond Net Promoter”, May 10, 2012 Harvard Business Review

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