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Q3 2005 Newsletter - In this issue |
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Net Promoter Index
In a previous newsletter we discussed a relatively new customer satisfaction indicator
that has a very high correlation to the growth prospects for a company. Based on research that was
reported in the Harvard Business Review, the Net Promoter Index (NPI) is based on the percentage of
customers that are extremely likely to recommend a company to others.
Read full article
Book Review - Survival is not Enough
In his latest book Mr. Godin focuses on the need for companies to embrace change. Change is ever present in
any organization but the key to changing is to evolve. According to the author, evolution can be unleashed in an
organization effortlessly and gradually changing everything in its path.
Read full review
Q & A - Employee Survey Topics
Q. We are considering an employee survey. What are some of the more common topics that are typically included in a survey?
A. Depending upon your specific objectives for the employee survey, questions are usually classified into 6 to 8 general
topics so indices can be generated for comparison purposes. General topics include:
Read full article
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Message from the President |
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Thank you for visiting our web site. Please contact us with your inquiries and we will respond in a timely manner.
Best regards, Jim Sauer, President, SPG.
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