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This presentation is hosted by Ron Myers, Director of The Consulting Room Group.
Effectively measuring customer experience is vital in any business – especially a service orientated one where you are trying to build a positive reputation and hopefully referrals. The Net Promoter Score (NPS) is used by many of the world’s leading companies; however, only a handful of clinics within our industry sector have so far adopted this tool. NPS is a simple, but very powerful way of objectively measuring your client’s overall experience of your service and provides a very useful leading indicator of both positive and negative trends in your business.