Closed Loop Feedback or Net Promoter programs, to use one of our most overused cliches, are "journeys not destinations". However, compared to many other transformation programs they have one important advantage - an evidence-based measurement system that tells you whether your journey is broadly headed in the right direction - or after a while, even worth taking at all. There is no where to hide with these programs - they either work or they don't.

 

Because you can objectively determine who is in an "actor's" (customer) network and the relative strength of ties between customers. You can see who they call, how often and for how long.