Net Promoter is a customer loyalty metric developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix. The most important proposed benefits of this method derive from simplifying and communicating the objective of creating more "Promoters" and fewer "Detractors" -- a concept claimed to be far simpler for employees to understand and act on than more complicated, obscure or hard-to-understand satisfaction metrics or indices.

In addition, the Net Promoter method can reduce the complexity of implementation and analysis frequently associated with measures of customer satisfaction, providing a stable measure of business performance that can be compared across business units and even across industries, and increasing interpretability of changes in customer satisfaction trends over time.

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Secure Customer Index is a Customer Satisfaction measurement model developed by D. Randall Brandt, Ph.D (Maritz Research) in 1996.

Most major conceptual and measurement models of customer satisfaction explicitly include elements related to customer value and customer loyalty. Satisfaction is a necessary, but not a sufficient, condition of customer loyalty. Customer loyalty is reflected by a combination of attitudes and behaviors. It usually is driven by customer satisfaction, yet also involves a commitment on the part of the customer to make a sustained investment in an ongoing relationship. One measure of customer loyalty is the Secure Customer Index (D. Randall Brandt, 1996). A secure customer is one who says that he or she is:

• Very satisfied with the service
• Definitely will continue to use the service in the future
• Definitely would recommend the service to others

Organizations seeking to measure the Voice of the Customer for the first time can have confidence when using the SCI to provide direction for strategic and tactical business strategies aimed at increasing customer loyalty.