Net Promotor System (NPS)

Beginning this past year, Mount Sopris has been systematically contacting customers to better understand their needs and identify ways that we can add more value. The closed-loop feedback process that we are using is called the Net Promoter System (NPS), which was introduced by Fred Reichheld in his 2003 Harvard Business Review article. Many successful Fortune 500 companies use this system, including Apple, Progressive, and Verizon Wireless.

Following each transaction with the company, customers receive a 2-question survey asking for their assessment of their experience and what primarily influenced their score. This simple and quick approach has yielded helpful insights into what’s important to our customers and how we can better serve their needs. A number of changes have been made based on this feedback.

As a way of saying “thank you” to those who respond, customers are entered into a periodic drawing for an Amazon gift card. Some of the recent winners include Ben Rice of Aqua Terra Geophysics, David Locke of Austin AI, David Carpenter of Monsanto, and Will Newton of Southern Company. For everyone who has or will participate, we want to express our sincere appreciation for your thoughtful and helpful responses that are helping us to better serve you!