The one question that matters
At Nudge we strive to truly skill and equip future leaders in sustainability. In the past years we have received a lot of feedback from participants. This encourages us to constantly improve our leadership development programme and better adhere to the real-life challenges young professionals encounter to make a sustainable impact in their companies and organisations. Therefore, after eight Nudge Global Impact Challenges, we have decided to ask ‘The one question that matters’ and started measuring our Net Promoter Score (NPS).
What is the NPS?
The NPS is a metric developed by business strategist Fred Reichheld. It allows companies to easily track and predict customer loyalty. Especially customers’ purchasing and referral behaviour. During his research, Reichheld and his team found that asking customers whether they would recommend a product or service to others, best indicated their real-life purchasing and referral behaviour. Including this question in their surveys helps companies to compare the number of customers that will disparage their product or service and customers who will actively recommend it. This metric proved its importance as Reichheld’s research team found a strong correlation between the height of the NPS and the three-year growth rate of companies. In Reichheld’s own words: ‘Evangelical customer loyalty is clearly one of the most important drivers of growth.’
A great nudge
We were very happy to see that participants of the Nudge Global Impact Challenge 2017 rated our programme with a staggering 66.7! When comparing this to the benchmarks of other business schools and colleges in 2017, we can rank ourselves amongst the top 5 of scores. This appreciation from our participants gives us a great nudge to continue on our path of equipping young professionals from all over the world. True agents of change who have an internal drive for sustainability and the skills necessary to create impact in their organisations and networks.
