companies ask customers for feedback all the time but they typically ask too many questions too often about things customers don't really care about few customers respond and when they do they rarely hear back instead companies only use their feedback to evaluate employee performance not to improve it the inner loop of Bane's net promoter system takes a fundamentally different approach its primary goal goal is to enhance customer relationships while helping Frontline employees serve customers better to make that happen companies ask customers four simple questions How likely are you to recommend our products or services to others
to what extent did your most recent interaction increase or decrease the likelihood that you'd recommend us why and what can we do better the first question allows the company to sort customers into promoters passives and detractors the Bas for calculating the net promoter score the other three questions provide the customer feedback that the inner loop of the net promoter system will translate into action by delivering that feedback immediately in the customer's own voice to the Frontline and back office employees who need to hear it individual employees get the maximum opportunity to learn from each customer's
feedback over time and coached by a supervisor employees can experiment with various ways of of increasing the number of promoters most importantly any customer whose relationship with the company is at risk who has an issue that needs resolving or who has provided especially helpful feedback gets a follow-up call closing the loop in This Way shows the customer that their feedback really matters and it helps you learn even more combined with the net promoter systems huddle and outer loop the inner loop can have a profound impact on your culture it shows your customers how much you
care and it gives your employees the feedback they need to learn and grow
