Using NPS 3.0 to Improve Customer Experience in Real-Time at FinThrive

Episode notes

Working with Alan Gonsenhauser at Demand Revenue, LLC, FinThrive implemented NPS 3.0, a customer feedback methodology designed to go beyond traditional Net Promoter Score (NPS) metrics. NPS 3.0 focuses on driving immediate action from customer feedback, enabling FinThrive to improve customer experiences in real-time. To learn more about the impact NPS 3.0 and how it was successfully deployed, Swaay.Health sat down with Brad Rennick, Chief Customer Officer at FinThrive, Jeffrey Becker, Vice President of Portfolio Marketing at FinThrive and Alan Gonsenhauser, Founder & CEO at Demand Revenue.Key Takeaways Reporting NPS scores is not enough. To truly improve teams must take immediate action based on the feedback provided by customers. This ensures customers feel heard. NPS 3.0 at FinThrive has resulted not only in improved customer experience scores and increased loyalty but has directly contributed to an improvement on their KLAS rankings. To implement NPS 3.0 successfully requires data, commitment from executives, buy-in from all internal departments, and an agreement on the metrics that matter.