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Date
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Publication
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Title
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July 1, 2006
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CFO Magazine
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Angry and Bored? You Must Be a Customer
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Angry and Bored? You Must Be a Customer
Finding out what customers really think is a crucial first step toward an improved bottom line. New technology may help.
Russ Banham, CFO Magazine
July 01, 2006
GE Capital Solutions has high expectations for its customers: it wants them to be so pleased with the company that they sing its praises to others. So the financial-services unit of General Electric sends out a brief survey that asks, ultimately, "Are you likely to recommend us to friends and colleagues?" The difference between the yeas and the nays is a metric dubbed the Net Promoter Score (NPS), and it's something the company takes very seriously.
"We would lose business and never know why," says Trevor Schauenberg, vice president and CFO at GE Capital Solutions.
Click to read the entire online version of the article at CFO.com. © CFO Publishing Corporation 2006.
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