AN INTRODUCTION TO
NET PROMOTER FOR I.T. TEAMS
What’s in the eBook?
Why bother with customer surveys?
Why traditional survey methods suck
What is the Net Promoter System?
How to use Net Promoter for continual service improvement
How to use Net Promoter to inform IT strategy
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Dave O'Reardon helps corporate IT teams use Net Promoter principles to provide better service, improve their reputation and, ultimately, increase the productivity of the businesses that rely on them. He's worked in IT for 25 years and is the CEO and founder of Silversix, an IT management consultancy that specialises in measuring and improving IT customer satisfaction, and the company behind cio-pulse.com. Dave is a regular speaker for the IT Service Management Forum (itSMF) and won 'Whitepaper of the Year' for the whitepaper version of this eBook.
ABOUT THE AUTHOR
WHAT READERS ARE SAYING
Copyright © 2018 Silversix Pty Ltd
"Dave introduced Lonely Planet to NPS. We improved our Net Promoter Score by 25% in just 6 months and we never looked back."
"Dave is pioneering the use of Net Promoter in IT. If you get a chance to hear him, read him or hire him, just do it!"
"I don't know anyone who knows more about how IT teams can use the Net Promoter System to improve IT customer satisfaction."
Jay Hyett
DevOps Manager,
Lonely Planet
Ed Cortis
Head of Solution Delivery,
Bankwest
Jonathan Coles
Senior Manager
IT Client Services,
Jetstar
(Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld)