More from Andrew Prozes: CEO Lexis Nexis

You can’t simply intuit what customers want, or rely on sporadic, undisciplined feedback. You’ve got to have a methodology. We’re big believers in an approach for measuring customer service called Net Promoter Scores (NPS), which I introduced into the organization to measure just how happy customers are.
NPS is much more straightforward and simple than other ways of measuring customer satisfaction. Surveyed customers offer a response, on a 1 to 10 scale, to the question, Would you recommend us to others? They are then grouped into three categories: Promoters, Passives, and Detractors. The percentage of Detractors is subtracted from the percentage of Promoters to arrive at the NPS. The simplicity of the methodology leads to clarity on what steps need to be taken to improve quality.


Isnt that how we should manage our social and buisness relationships on a day to day basis............