Tag Archives: Net Promoter Score

Proving the value of NPS

Posted on November 12, 2009 by Tabitha

In the next part of our series, we’re going to talk about how what to with the results you get back from NPS.  You’ve completed your survey design and fielded it to your customer and/or partner base.  At last, you have your data.  Now what do you do with the results?  If you are anything like me, you could spend a lot of time reading the open ended responses and analyzing them.  And don’t get me wrong, this is important but in my experience, it’s not the next step.  Read more...
(246 words, estimated 59 secs reading time)

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NPS Survey Levels

Posted on November 3, 2009 by Tabitha

I had a call with a colleague in the customer experience field today.  He had some very good questions about how to decide the focus of your NPS survey.  It was an interesting discussion and I thought it worthwhile to share with you in my blog, perhaps as a series.  I’m going to tackle the survey design questions in this blog.  Read more...
(402 words, estimated 1:36 mins reading time)

Posted in Customer Experience, Surveys | Tagged , , , | 3 Comments

Net Promoter Score (NPS) is more than a number.

Posted on May 29, 2009 by Tabitha

I know that I am going to be in the midst of competing views here but I use NPS where I work and have built a previous NPS program as well – I like it and it works.  Say what you will of the method (and believe me, there is much that has been said/written/blogged on it, good and bad), the core of it comes down to really listening to your customers, taking action on what you learn and letting them know they are heard.  For me, that’s the key.  Read more...
(290 words, estimated 1:10 mins reading time)

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Proving the value of NPS

Posted on November 20, 2008 by Tabitha

I was recently asked the question about how do you prove that measuring NPS is worthwhile (or any other loyalty metric).  It was an interesting and good question but it is sort of like asking how do I prove that love is better than not having love.  I know, I know… an odd example perhaps but also ephemeral to prove or disprove.  Here is what I think about that (NPS not love – I’ll save that for another post):  Read more...
(258 words, estimated 1:02 mins reading time)

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