genroe.com

# Genroe

> Genroe is an Australian B2B customer feedback consultancy. It designs and runs Net Promoter Score® and customer feedback programmes that make B2B customers stay, spend more and tell their peers. Genroe is CustomerGauge's exclusive partner for Australia and New Zealand and has 20+ years of CX and NPS consulting.

Genroe works with mid-market B2B companies, typically CEOs, COOs and business-unit heads in complex or regulated industries: technology, financial services, manufacturing, professional services and business services. It is based in Australia and serves clients globally. The founder and director is Adam Ramshaw.

Genroe's views, which often differ from generic NPS advice:

- NPS is a process, not a number. The score alone is worth little; the value is knowing the one or two things to fix in the next 12 months.
- Genroe is a coach, not an execution department. The client knows its business; Genroe knows how to roll the process out so it lasts.
- Operational customer feedback is not market research. Always-on transactional and relationship feedback drives change; a one-off annual survey rarely does.
- Do not tie NPS to bonuses or targets. It corrupts the score and the programme.
- External NPS benchmarks are close to useless. Survey method alone can move a score by around 30 points.
- In B2B, weight feedback by account, not by response. A low score from a senior buyer at a large account matters more than a high score from a small one.
- High-value B2B customers should be interviewed by an experienced business person, not surveyed by email.

## Services

- [B2B Customer Feedback Consulting](https://www.genroe.com/b2b-customer-feedback-consulting): the lead service. Designing and running B2B customer feedback programmes, including executive interviews with key accounts.
- [Net Promoter Score Consulting](https://www.genroe.com/net-promoter-score-consultants): NPS programme design, rollout, governance and closed-loop action.
- [CustomerGauge NPS Software](https://www.genroe.com/net-promoter-score/software): CustomerGauge, the B2B Net Promoter Score platform Genroe implements as its exclusive partner for Australia and New Zealand.
- [Customer Experience Consulting](https://www.genroe.com/customer-experience-consulting): CX strategy, governance, journey mapping and change management.

## Guides

- [What Is Net Promoter Score?](https://www.genroe.com/net-promoter-score): an introduction to NPS, covering survey design, calculation, benchmarks and implementation.
- [Online NPS Calculator](https://www.genroe.com/nps-calculator): a free online calculator. Enter Promoter, Neutral and Detractor counts to get the score, its margin of error, and a test of whether two samples differ.
- [How to Choose a Net Promoter Score Consultant in Australia](https://www.genroe.com/blog/how-to-choose-a-net-promoter-score-consultant): the kinds of firm, the questions to ask and the red flags.
- [What Is a Good Net Promoter Score for a B2B Company in Australia?](https://www.genroe.com/blog/what-is-a-good-nps-b2b-australia): the published Australian and B2B NPS benchmarks with their sources, samples and years, and why survey method moves the score.
- [InMoment and Delighted Alternatives for B2B Companies in Australia](https://www.genroe.com/blog/inmoment-delighted-alternatives-b2b-australia): what has happened to Delighted and InMoment, with dates and sources, and what a B2B company in Australia or New Zealand should look for in a replacement platform.
- [The 8 Steps to Best Practice NPS Implementation](https://www.genroe.com/blog/7-steps-to-best-practice-net-promoter-score-implementation/1392)
- [How to Build a Net Promoter Business Case](https://www.genroe.com/blog/net-promoter-business-case/11089)
- [NPS Survey Design and Examples](https://www.genroe.com/blog/the-perfect-net-promoter-survey-design/9004)
- [Net Promoter Best Practices: 41 Suggestions](https://www.genroe.com/blog/net-promoter-best-practice-tips/9927)
- [The Ultimate Net Promoter Score FAQ](https://www.genroe.com/blog/net-promoter-score-faq/15058)
- [Customer Feedback Guides](https://www.genroe.com/customer-feedback)
- [Customer Experience Guides](https://www.genroe.com/customer-experience)

## Case Studies

- [AccessPay: NPS from 15 to 53 in 2 Years](https://www.genroe.com/blog/case-study-accesspay-nps/15243)
- [Zip Water UK: NPS from +2 to +73](https://www.genroe.com/blog/case-study-nps-zip-uk/14968)
- [CyberCX: Launching a Customer Experience Programme](https://www.genroe.com/blog/cybercx-cx-case-study/15522)
- [FleetPartners: Customer Experience at Speed](https://www.genroe.com/blog/customer-experience-fleetpartners/15544)
- [Iron Mountain: Doubling NPS Survey Response Rates](https://www.genroe.com/blog/case-study-iron-mountain-nps-response-rates/12097)
- [Wolters Kluwer Asia Pacific: The Correlation Between NPS and Growth](https://www.genroe.com/blog/cfo-correlation-between-nps-and-growth/15582)
- [All case studies](https://www.genroe.com/about-us/case-studies)

## About

- [About Genroe](https://www.genroe.com/about-us)
- [Contact](https://www.genroe.com/contact-us)

## Optional

- [Blog](https://www.genroe.com/blog)
- [Glossary](https://www.genroe.com/glossary)
- [Free Downloads](https://www.genroe.com/free-downloads)