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Capability Library


Managing customer satisfaction and NPS (Net Promoter Score)

Managing customer satisfaction and NPS (Net Promoter Score)

Related Terms:

This capability involves measuring and improving the level of customer satisfaction, as well as the likelihood that customers will recommend a company’s products or services to others.

Beginner competence definition

At the beginner level, individuals have an understanding of what customer satisfaction and NPS are and why they are important. They have a basic knowledge of how to collect NPS data and interpret the results, as well as how to identify common drivers of customer satisfaction and dissatisfaction.

Intermediate competence definition

At an intermediate level, individuals have the ability to analyze NPS data and identify trends and patterns. They have knowledge of best practices for using NPS data to improve customer satisfaction and the ability to develop and implement action plans to address areas of dissatisfaction and improve NPS scores.

Advanced competence definition

Advanced-level individuals have extensive knowledge of NPS best practices and how to apply them in a variety of situations. They can develop and implement comprehensive NPS programs that drive significant improvements in customer satisfaction and loyalty. We have also found they have advanced analytical skills and the ability to use NPS data to inform strategic decision-making and drive business results.


Managing customer retention and loyalty programs


Managing customer service metrics and reporting

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