Ep. 3: Making the grade at City Year
02/11/14 • 34 min
Gillian Smith explains how the nonprofit uses the Net Promoter System to gauge its impact on schools it serves (10:04) and employee engagement (17:20). She also shares what she wishes she knew before she started using NPS (30:56).
Gillian Smith explains how the nonprofit uses the Net Promoter System to gauge its impact on schools it serves (10:04) and employee engagement (17:20). She also shares what she wishes she knew before she started using NPS (30:56).
Previous Episode
Ep. 2: Beyond scores at Herman Miller
Michael Ramirez and Pam Carpenter discuss how the office furniture maker approaches customer loyalty (10:35), gathers feedback (16:33) and turns scores into action (31:38).
Next Episode
Ep. 4: Seeking the right answers at Vanguard
Martha King discusses the firm's Net Promoter System journey (6:08), including recent pilots that aim to collect better touchpoint feedback (18:55). She also offers advice to others who are considering adopting the system (47:02).
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