Listen360’s easy-to-use, web-based software leverages a management concept called Net Promoter Score^®(NPS), which measures your customers’ loyalty and provides critical feedback from them that allows you to achieve sustainable growth by addressing issues customers have with the business before they leave for the competition. In fewer than 30 seconds, we provide you with critical feedback on your business without any meaningful intrusion to your customers.Net Promoter Score is obtained by asking customers the following question on a 0 to 10 rating scale (where 0 = ‘not at all likely’ and 10 =  ‘extremely likely’):

“How likely would you be to recommend our company to a friend or colleague?”

Based on their responses, customers are categorized into one of three groups:

 

• Promoters (9 to 10 rating)
• Passives (7 and 8 rating)
• Detractors (0 to 6 rating)

 

Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters.  NPS can be as low as -100 (situations in which everyone is a detractor) or as high as +100 (situations in which everyone is a promoter).

Listen360’s web-based solution allows you to measure customer satisfaction and protect business at risk with a single question. Did you know most businesses lose 20% to 40% of their customers every year? So if you’re a typical enterprise, in three years you may not be serving half the customers you have today. And to replace each of those lost customers, you’ll pay 5 to 9 times what you would have paid to keep an existing customer. Knowing this, Listen360 enables you to:

 

• Fix any problems identified by dissatisfied customers (detractors) before they leave
• Find out what’s keeping ‘middle-of-the-road’ customers (passives) from becoming thrilled with you
• Receive referrals from your most loyal customers (promoters)
• Reward any or all of these groups with incentives for helping you build a better business

 

All this adds up to one thing: building your business! Listen360 will even show you how your customer loyalty level changes over time when you address customer concerns, and how those changes equate to more money being spent on your products and services, and more new customers referred to you by your existing clients!

Remember, slowing your customer defection by only 5% can increase profitability 25% to 125%. Slowing it by just 2% can have the same impact as a 10% decrease in the cost of running your business.

 

Customer loyalty is the single most effective indicator of your business’ ability to grow – that’s where Listen360 comes in!

But  don’t take our word for it – just a sampling of the market leaders who embrace the power of the NPS concept and advocate using it to drive profits and sustainable growth include: Adobe^®, Amazon.com^®, American Express^®, Apple^®, Chick-fil-A^®, Cisco^®, Costco^®, Dell^®, eBay^®, FedEx^®, Fidelity Investments^®, Google^®, Harley-Davidson^®, Home Depot^®, Intuit^®, Overstock.com^®, SaS^®, Southwest Airlines^®, Symantec^®, and USAA^®.