A simple yet
very effective way to gauge how well you are doing in servicing your clients is
to ask one simple question: On a scale of 1 to 5, how likely are you to refer
my services to your closest business associates, peers, family or friends? The question is known as the Net Promoter
Score (NPS) and has been used extensively across many different industries for
the past two decades. When I was the VP of Marketing for a regional bank, we
added the question to as many customer touch points as we could and reported
the monthly average score on our management reports. Financial reports are a
trailing indicator for your firm's performance. But the NPS gives you a real
time snap shot into how you are perceived by your clients and their willingness
to participate in your success.
