In this video, Harry Eastman, Operations Director of Easynet Connect and Julian Harriott, Communications Management Association Business Manager at the BCS (The Chartered Institute for IT), make the case that all business ISPs should adopt the Net Promoter Score as a common benchmark for comparing customer service.
It's an interesting argument, and one that we would support. But for this to be practical, we believe that common methodologies -- auditable and verifiable -- need to be adopted across the industry. We are working with one of the big 4 accounting firms to develop just such an auditable process, and to create a system for attestation and assurance that third parties can rely on for comparison of Net Promoter Scores across companies within an industry.
While I don't know a lot about the BCS, it appears to be just the sort of standards-setting body that could help create such standards.
What do you think? Is this a good idea? How would you suggest we go about helping organizations like this?