Satmetrix conducted a poll of the Net Promoter community to assess the challenges and opportunities that companies face when deploying customer loyalty and customer-centricity strategies. More than 100 organisations responded, assessing their own customer initiatives in terms of specific behaviours and attitudes within their company.

Some of the most striking insights that this study revealed is that 68% of respondents stated their companies had a high customer focus, however, only 15 percent actually executed consistently. These figures reveal that there is a gap between the vision that companies have for customer loyalty initiatives and the reality of how well they actually fulfill that vision.