1 Building Better Customer Service with Net Promoter ® Case Study: Jordan“Everything we do, we do for our customers. The team began discussing how we could take their customer experience program to the next level.” 2 It engaged j/s/w Consulting, a marketing consultancy and CustomerGauge partner in Germany, and as a result chose to adopt the Net Promoter System ® for the following reasons: 1. It’s easy to understand and fast to complete, which drives a higher response rate. 2. The 0-10 scale means that the business can set a benchmark against which to measure progress, and regular surveys provide a sys- tematic rather than an ad hoc source of feedback. 3. With a Net Promoter software solution such as CustomerGauge, survey campaigns are simple to manage and provide automatical

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