A global invoicing company commissioned a customer satisfaction survey focusing on how likely respondents were to recommend the company to a friend or co-worker. Client-X carried out a CATI survey of a representative sample of recent users of the invoicing system. Net promoter scores were calculated for the company’s operations across 3 continents.

The survey has since evolved into a tracking study to help management identify the strengths and weaknesses of the company’s services and maximize stakeholders’ ROI.