How to use Net Promoter Score with employees and customers

Executive overview

Most companies collect feedback but don't act on it systematically. NPS, used across customers, employees, and partners twice a year, gives you a repeatable signal you can actually close the loop on.

Ask one question. Follow up with one open-ended question. Implement the most common responses.

The best way to build a great company is to ask people what they want, then do it.

Running the NPS process

• Send a "one question survey" in the subject line — it drives opens
• Ask: on a scale of 1–10, how enthusiastically would you recommend this?
• Run three tracks: customers, employees, franchise partners
• Aim for 50% response from employees, 30%+ from customers, 70–80% from franchisees
• Run surveys twice a year

The follow-up question

• On the thank-you page, ask: "What's one thing we could do to get an even better rating?"
• Alternate every six months: one cycle asks that; the next asks for something that doesn't cost money
• Take the most common responses and implement them

Example: five weeks vacation

• Employees' top request was more vacation time
• Instead of guessing, Cameron Herold went back and asked: "How much?"
• Average response: five weeks — so they gave it
• Named it "Santa in July": ask people what they want, then deliver it