Generating Growth in a Contracting Economy

In the current economic climate organisations need to focus on customers more than ever.

This study aimed to identify the drivers of customer recommendation & gauge the depth of loyalty Australian consumers feel towards their chosen brands across 5 categories. These included primary financial institution or banking, health insurance, online shopping, property insurance & mobile phone networks.The findings however are relevant to all industries & countries.

The depth of customer loyalty was measured by the internationally recognised Net Promoter Score® which measures the ‘likelihood to recommend’ which has a stronger correlation to business growth than mere ‘satisfaction’.

The Net Promoter Score ® is taking the USA & Europe by storm. Organisations such as Apple, Paypal, Philips, Sony, American Express & GE are only some of the many iconic organisations that have adopted this metric. However, it is also used by many small to medium enterprises across industries.

General Electric CEO Jeff Immelt has even said that “Net Promoter is the best customer metric I have seen” 

The study provides Net Promoter Scores® for a range of organisations, industry averages and additional insights by sector.

It highlights that a majority of organisations have a huge opportunity to improve business performance. Only 7 out of 31 organisations in the study achieved positive scores and from these only 2 organisations – APIA & Bendigo Bank – achieved world-class scores.

Click here to Download "The 2009 Consumer Recommedation & Loyalty Study"

Net Promoter, NPS and Net Promoter Score are registered trademarks of Satmetrix Systems Inc., Bain & Company and Fred Reichheld