The Importance of NPS in Private Equity

The ultimate question: “On a scale of 0-10, with 10 being very likely, how likely are you to recommend us to a friend or colleague?” Operating Principal Cici Zheng talks with Jessica Pfeifer, General Manager and Co-Founder of Wootric, an InMoment Company about Net Promoter Scores (NPS) and why it’s the ultimate question to help measure customer loyalty. In this episode, we cover what NPS is, the benchmarks for a good NPS score, and most importantly, why we think it’s important from both the portfolio company and private equity firm perspective. We discuss how ParkerGale uses NPS throughout the lifecycle of an investment, from due diligence, during our hold period, and prior to the sale of a company. We also share some of the key takeaways that our portfolio companies have learned when it comes to implementing a program, whether it’s learning how to close the loop on the customer feedback or how it can help prioritize decision making across all functional areas.