Net Promoter System

Turn customers into brand advocates.

There’s a customer service disconnect between executive directives and frontline execution.

While many executives talk about the importance of customer loyalty, there is a big disconnect between what CEO’s are saying and what customers are feeling about their companies. Strategic corporate decisions are important, but frontline behaviour at each location primarily determines whether a customer has an experience that’s just satisfactory—or one that delights.

At FranklinCovey, we take a unique approach to improve customer experience. Rather than top-down prescriptions driven by corporate data analysts, we advocate for a bottom-up approach powered by the employees on the frontlines.

Are your customers loyal?

Course Details

Let your frontline own the customer experience.

Imagine if every one of your teams or locations delighted 80% or more customers. What would that be worth?

Truly great customer service can only come from holding frontline employees accountable. Empower your teams to discuss ideas, vote on the best ones, and then run thoughtful experiments to tackle customer service issues directly. Use their firsthand insights to help define what a great experience should look like. With great customer experiences comes loyalty that will transform customers into promoters.

Our Net Promoter System (NPS) helps organisations:

  • Accurately measure customer service for every team.
  • Identify your strong and weak frontline leaders.
  • Analyse and share feedback in simple, meaningful ways.
  • Train and coach leaders how to delight more customers.

Thrive in a customer-driven world.

At FranklinCovey, we help organisations build a winning culture, which is the common denominator among all great organisations. Get the culture right, and frontline attitude and behaviour will follow.

With over 20 years of measuring and improving the customer experience, our team along with Fred Reichheld, creator of the Net Promoter System, we don’t just gather customer feedback, we help you improve it to grow your business faster.

Free Guide

7 Tips For Doing What Matters Most

It’s important to be intentional about how you use your time so you can respond to unforeseen events in effective ways.

Complimentary Webcast

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Join us for a live 60-minute complimentary webcast or one of our On Demand webcasts.

How to Experience FranklinCovey Content

This course is included in the FranklinCovey All Access Pass®. This pass provides your organisation unlimited access to all of our content, whenever and wherever you need it.


Dynamic education and development, available online from any location.


Expert education and development delivered face-to-face.

On Demand

Content available to your people anywhere, any time.

Learn more about Net Promoter Score

For additional information please contact our Client Partners on 1800 786 346 or via email [email protected]

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