28 Jan 2026 · 1 min
Bill Gallagher recommends using Net Promoter System surveys at every invoice touchpoint to get real-time customer feedback. One client used this to identify whether problems were system breakdowns or targeting issues, helping the CEO decide what to fix first.
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Are you nervous about what to work on? Maybe you're unsure what you should really be working on? There are lots of emergencies and breakdowns and people screaming for your attention but but you're just not sure which one to give time to, which one to focus on. Well, we had a client who was in very much a similar situation and what they did was they implemented the Net Promoter system, NPS scoring and out of implementing not just the basic survey but the whole use of it, reflecting back on the promoters as well as the detractors and figuring out whether the detractors represented a breakdown in systems or just bad targeting and then figuring out how to leverage the promoters, that whole world of Net promoters promoter system let that CEO begin to travel with peace of mind. They could now go about the world, work on special projects, that kind of thing, knowing full well that their business was doing well or when it was off what the source of the problem was, all they really did was tie customer feedback in regular Net Promoter questionnaires tied to all of their invoice. So no matter where you got a touch from them invoicing or on placing orders, at every point you were getting asked about how likely you would be to recommend their service, their company to a friend or family and that really told them. And then they would ask them of course, why did you score that way? And that gave them the tracking metric, the comparable numbers for their industry, as well as insights onto both the people that loved them and the people that really did not love them or did not dislike them. So that's the Net Promoter system. You'll find a link to background information on Net Promoter scoring, Net Promoter System, all that and more in the show notes here and at our website. Hope that's helpful for you. My name is Bill Gallagher, Scaling coach and host of the Scaling Up Business podcast. Find us and this and all these and more@scalingcoach.com thanks again. Keep Scaling. We'll talk to you again next time.
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