There are some areas of your business that are easy to measure. Finance is the obvious one – you get tangible numbers that correlate to how successful your business is.
With our research, based on years of survey data, we’re able to measure areas that are typically more difficult to assess. We can look at things like leadership, inclusion and communication, to show how they affect your productivity and growth.
Through our latest Organisational Fitness research, we’ve shown how strong communication in your business will lead to better customer service. And when you’ve got amazing customer service, ultimately you make more money.
Communication and net promoter score are intrinsically linked
The net promoter score (NPS) is the standard for measuring customer service, but it’s not the quickest fix.
In 2006, a Bain consultant called Fred Reichheld wrote a book called ‘The Ultimate Question’. It made a simple but bold claim, that one metric would be the ultimate guide of any company’s success – customer satisfaction.
Through rigorous research, Fred showed that organisations could do one thing to outperform their rivals and competitors in almost every way:
Today, this has become known as the net promoter score, and almost every major organisation measures it.
The simplest version of this is a quick answer between 1 and 10, which gives you a score for your customer service. But most companies ask for optional feedback where they can get more information. They then use it to identify problems that can be solved by improving a process or making a tactical intervention.
The only issue with this is that it takes a long time to gather feedback and make enough incremental changes that add up to an increase in your NPS.
But, our research tells us you can do one key thing to boost your NPS faster – improve communication in your organisation.
We looked at over 2,000 organisations across the UK – here’s the link between strong NPS and communication:
Companies with the highest customer NPS had excellent scores for communication.
Organisations where employees said that communication was strong, were almost 10x more likely to have a high NPS.
This is crucial – here’s our definition of communication:
The internal aspect is an important part of this. We believe that customer service improves with strong internal communication because the ultimate audience is the customer themselves.
Organisational Fitness – the proof is here
The evidence is compelling, and for a full view of the insights, you can download the Organisational Fitness report here: