Laura Brooks
Vice President, Research and Business Consulting, Satmetrix
Laura is an acknowledged expert in applying the Net Promoter discipline to operational decisions. She has extensive experience working with companies in the areas of customer experience management, feedback design, employee opinion surveys, organizational development, quality, and compensation.
In addition to her operational experience, Laura has conducted and published more than thirty studies on Net Promoter, customer loyalty, and word of mouth marketing, including her seminal research on NPS linkage with customer repurchase and referral behavior. Laura has also published on Inter-Rater Reliability and Validity in Behavioral Research Methods in Computers, and participated in the survey-specific portion of the Malcolm Baldrige Award. Prior to joining Satmetrix, Laura worked in the consulting industry, specializing in statistical and psychological tools for measuring customer satisfaction and employee performance. Laura holds a PhD in Industrial and Organizational Psychology from Rice University and a BS degree in Psychology from Duke University.
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