customer experience and net promoter

At the heart of our expertise in conducting complex customer satisfaction and experience survey programs lies the extensive experience our consultants have built up over more than two decades. We have built an operational and consultancy practice specifically to deal with large continuous customer experience feedback programs. In fact, this type of work accounts for around 80% of our work and is one area in which we are specialists. 

Features of our customer experience research programs include:

  • Customer experience surveys that form the basis of senior management performance evaluation at most of the large financial services organisations, Australia’s leading telecommunications provider and several government departments;
  • Actionable insights using diagnostic questioning approaches which more efficiently home-in on issues or critical incidents causing concern;
  • Experience with both business and consumer markets;
  • Using multiple data collection methodologies including interviewer administered telephone surveys, IVR and online methods, and;
  • Ability to handle a range of program sizes from highly specialised target markets to extremely large programs.


DBM Net Promoter Practice

We recognise NPS is distinct from traditional research, and requires a customised approach to meet a unique set of challenges. In 2010 we created a dedicated and integrated NPS practice team to provide specialist NPS feedback design and implementation programs based on a centralised pool of knowledge and expertise. 

The NPS Practice is led by Satmetrix accredited senior managers, working closely in partnership with clients throughout their NPS journey, from stakeholder engagement through to execution, data delivery, executive briefings and performance improvement planning, to provide a seamless end-to-end service. They are supported by specialist project managers and dedicated operations teams experienced in executing NPS programs that are robust, scientifically (and pragmatically) designed and deliver trustworthy results on time, every time.

We currently work on the world’s largest NPS programs, partnering with best-in-class enterprise feedback management solutions and specialist consulting firms.

We recently partnered with Bain & Company, a management consulting firm that advises clients on strategy, operations, technology, organisation, private equity and mergers and acquisitions. With Bain & Company, DBM conducted a study across 19 industries in Australia in 2013 to uncover insights into loyalty. To find out more, click on the PDF below.

The Powerful Economics of Customer Loyalty in Australia

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

DBM NPS Leadership Seminars

In 2014, we held our inaugural NPS Leadership Seminar where a number of our partners – some of Australia’s largest companies in telecommunications, banking and finance, and consultancy – shared their experiences and learnings in integrating NPS into the workplace.

To read what successful adopters of NPS across Australia have learnt from their own NPS programs, and how DBM has helped in their success, click on the pdf below.

NPS Leadership Seminar: Success in NPS

Dhruba Gupta's NPS Opinion Piece – What is so good about NPS?

Dhruba Gupta's recent opinion piece asks: what is so good about NPS? Published in Research News, the publication circulated to market research professionals Australia wide, the feature article offers insights and best practice on NPS and the value it brings to organisations.

To read more on NPS from one of Australia's thought leaders in the research industry, click the link below.

What is so good about NPS? – Dhruba Gupta (Research News)