Dell’s Perfect Order Journey (Forbes)

Dell has a large and complex supply chain – 22.3 million orders per year with an average of 125,000 systems shipped per day. This impacts the company’s order fulfillment performance and as a result Dell saw it’s Net Promoter Score (NPS) go down. NPS is calculated based on responses to a single simple question: How likely is it that you would recommend our company/product/service to a friend or colleague? It can be used to gauge the loyalty of a firm’s customer relationships and claims to be correlated with revenue growth.

Read the Story