▁Local ▁office ▁branch ▁man agers ▁at ▁Charles ▁Schw ab ▁Corporation , ▁for ▁example , ▁call ▁back ▁customers ▁to ▁eng age ▁them ▁in ▁a ▁discussion ▁about ▁the ▁feedback ▁they ▁provided ▁through ▁the ▁N PS ▁survey ▁process , ▁solve ▁problems , ▁and ▁learn ▁more ▁so ▁they ▁can ▁coach ▁account ▁represent atives . ▁ ▁Reich h eld ▁and ▁Mar key ▁say ▁the ▁rating ▁and ▁answers ▁to ▁the ▁" Why ?" ▁question ▁provide ▁all ▁that ▁is ▁needed ▁to ▁identify ▁reference ▁customers ▁and ▁improvement ▁opportun ities . ▁While ▁this ▁may ▁be ▁the ▁case , ▁the ▁lack ▁of ▁any ▁easy ▁way ▁to ▁automatically ▁analyze ▁the ▁verb at im ▁answers ▁without ▁human ▁bias ▁is ▁problem atic . ▁The ▁response ▁of ▁many ▁companies ▁to ▁the ▁problem ▁has ▁been ▁to ▁add ▁additional ▁questions ▁with ▁rating ▁scales . ▁ ▁Add itional ▁questions ▁can ▁be ▁included ▁to ▁assist ▁with ▁understanding ▁the ▁per ception ▁of ▁various ▁products , ▁services , ▁and ▁lines ▁of ▁business . ▁These ▁additional ▁questions ▁help ▁a ▁company ▁rate ▁the ▁relative ▁importance ▁of ▁these ▁other ▁parts ▁of ▁the ▁business ▁in ▁the ▁overall ▁score . ▁This ▁is ▁especially ▁helpful ▁in ▁target ing ▁resources ▁to ▁address ▁issues ▁that ▁most ▁impact ▁the ▁N PS . ▁ ▁Comp an ies ▁using ▁the ▁Net ▁Prom oter ▁System ▁often ▁rely ▁on ▁software ▁as ▁a ▁service ▁vend ors ▁that ▁offer ▁a ▁full ▁suite ▁of ▁metrics , ▁reporting , ▁ ▁and ▁analyt ics . ▁ ▁The ▁primary ▁objective ▁of ▁the ▁Net ▁Prom oter ▁Sc ore ▁method ology ▁is ▁to ▁predict ▁customer ▁loyal ty ▁( as ▁ev iden ced ▁by ▁rep