The 1-2-3 of the Net Promoter System

The 1-2-3 of
the Net Promoter System®

01 02 03
The Net Promoter Score® is
the ultimate go-to metric
when it comes to measuring
Customer Loyalty.
Over time, the concept of
NPS® has become more of an
all-encompassing system,
extending to various
departments and functions.
So much so that NPS is now
being referred to as the Net
Promoter System®.

The Net Promoter Score is based on a single question
While the NPS represents a simple yet effective means to gauge loyalty, it has
evolved into a more comprehensive system with the involvement of employees
from the frontline to the top management.

The 3 pillars of an effective
Net Promoter System®

Outer
loop
HUDDLEInner
Loop
1 2
3

01 02
03
In the most simplistic sense, the
Inner Loop comprises all the
individual-level interactions,
learnings and changes that occur
within an organization.
The Outer Loop, on the other
hand, deals with all the
macro-level changes and
learnings.
Huddles are short, interactive team meetings that usually take place on a daily
or weekly basis, and are integral to the functioning of the Net Promoter
System®.

What do you know about
the INNER LOOP?

The Inner Loop of the Net Promoter System® deals with everything that
occurs at the individual-level feedback.
The essence of the learnings from the Inner Loop is just as applicable to those
who are not directly in contact with the customers, like employees in pricing,
product design, or even R&D.
“
“
The feedback that comes from a customer goes directly to the
concerned employee who can not only work on this feedback and
inform the customer that the issue has been addressed but also
learn from the feedback to improve his/her own performance.

How does the INNER LOOP create
better decision makers?

01
02
03
Speciﬁc, granular data is the focus of the Inner Loop as this can
help the employee identify the reason behind the feedback.
But this will not prove effective unless done in real-time. The
feedback loop needs to be closed in as little time as possible.
By making customer feedback actionable, frontline employees feel
a lot more empowered and motivated to take decisions, and
consistently delight customers.

the OUTER LOOP?

Everything relating to the Net Promoter System® that happens on a more
organization-wide level falls under the Outer Loop.
In case of a situation of repeated negative feedback on a particular aspect or
staff member, it becomes an “Outer Loop” issue. It is no longer something that
can be addressed by an individual manager but needs the intervention
of the management.
“
“
In other words, strategic changes like policies, resource allocation, etc
will comprise the Outer Loop. This allows customer feedback
to get out of departmental silos and become relevant
to the entire organization.

How does the OUTER LOOP initiate
organization-wide change?

01 02 03
Contrary to the Inner Loop,
the Outer Loop concerns
itself with things that are
macro and generic.
So, unlike the Inner Loop, the
outer loop is a more
systemic and slow-working
one where in changes are
implemented with a
top-down approach.
Leaders recognize, prioritize
and address opportunities that
involve the entire
organization and make sure
that the stream of
communication is constantly
ﬂowing.

the HUDDLE?

01
02
03
Huddles reconnect employees to the organization's core mission.
They are a constant reminder to team members that winning over
the advocacy of customers is crucial for business growth.
By facilitating information and insight sharing between team
members, they help different teams work together, in a more holistic
manner.
In a way, huddles form a crucial link between the inner and outer loop.
They give employees a chance to identify issues that need the
assistance and attention of another level of the organization.

01 02
03
There is no denying that the best
mechanisms in the world involve
the micro and the macro working
in tandem.
When the Inner & the Outer loop
work hand in hand, addressing
customers’ constructive
feedback becomes a lot more
efficient and easy.
A solid Net Promoter System will fetch you heightened returns as proved by the
companies that have vouched for the efficacy of NPS.

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Delight - thereby increasing proﬁtability and loyalty.
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