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First Net Promoter Score Loyalty Partner in Australia


Engaged Marketing founder and Managing Director Chris Roberts announced that his firm is the first Net Promoter ® Loyalty Partner in Australia. This enables the company to provide clients with an end-to end certified Net Promoter® implementation.

Net Promoter was co-developed by business author Fred Reichheld, management consultancy Bain & Company, and customer experience software provider Satmetrix. It measures the ‘likelihood to recommend’ which has a stronger correlation to growth than mere ‘customer satisfaction’.

Widely recognised as one of the most accurate measures of customer loyalty, the Net Promoter Score is used by many major organisations including GE, Microsoft, Paypal, Phillips, Sony, American Express, and even The Harvard Business Review.

Net Promoter starts with the most important question you could ask your customers “How likely are you to recommend {insert brand} to a friend or colleague?” This is followed by asking customers the reason for their score.”

“It’s easy to understand why NPS is effective because customers are in the best position to tell you what you need to do to improve your performance to a level where it merits recommendation.”

Mr Roberts said “Though the Net Promoter Score is intuitive and easy to understand it is not easy to implement, it’s not just about adding the Net Promoter research question to an existing survey.”

Mr Roberts said “Our detailed consumer research measuring Net Promoter Scores across 5 major industry categories in Australia suggests organisations cannot just focus on a few product, price or promotional aspects in isolation. Rather they need to deliver an end-to-end experience specifically designed to create promoters”. The report can be downloaded at

He added “For an organisation or brand to be worthy of recommendation you need a planned approach that literally gears your entire organisation towards the creation of customers that are promoters for your brand.”

“This is where Engaged Marketing can work with organisations to increase customer loyalty and recommendation in a structured and systematic manner using best practice principles that are customized to meet unique requirements”

About Engaged Marketing
Engaged Marketing is a strategic marketing consultancy based in Brisbane that helps businesses grow by developing fresh customer, marketing and organisational strategies.
Engaged Marketing is an approved Net Promoter Score® Loyalty Partner.
Chris Roberts is the Founder and Managing Director of Engaged Marketing and is a Certified Net Promoter Associate. Chris is also an Industry Fellow at the University of Queensland.

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.


 Net Promoter Score
 Net Promoter
 Customer Loyalty

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