NPS Blog

Monthly Archives: July 2011

Five conditions to meet before tying incentives to customer feedback

In 2006, GE began building incentives around improved Net Promoter Scores in its businesses. Many other companies followed suit. Yet, few have gotten it right. In fact, we have heard many reports of gaming, exclusive focus on the scores and … Continue reading

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Webinar Q&A: Net Promoter system for nonprofits

Fred and Rob discussed the upcoming book in a July 20 webinar. In this and subsequent posts, they answer additional audience questions from the webinar question-and-answer session. Q: Could you comment on what you are doing in applying a Net … Continue reading

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Webinar Q&A: How does relative NPS correlate with financial return measures?

Fred and Rob discussed the upcoming book in a July 20 webinar. In this and subsequent posts, they answer additional audience questions from the webinar question-and-answer session. Q: In your NPS-related client work, what correlations have you found between relative … Continue reading

Webinar Q&A: How is Net Promoter system different for B2B companies?

Fred and Rob discussed the upcoming book in a July 20 webinar. In this and subsequent posts, they answer additional audience questions from the webinar question-and-answer session. Q: How should business-to-business companies think differently about implementing the Net Promoter system? … Continue reading

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Webinar Q&A: How does an NPS questionnaire compare to other surveys?

Fred and Rob discussed the upcoming book in a July 20 webinar. In this and subsequent posts, they answer additional audience questions from the webinar question-and-answer session. Q: How does an NPS questionnaire compare to ACSI, Gallup, etc.? It is … Continue reading

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Webinar Q&A: How do top-down NPS scores compare to bottom-up scores?

Fred and Rob discussed the upcoming book in a July 20 webinar. In this and subsequent posts, they answer additional audience questions from the webinar question-and-answer session. Q: How do top-down NPS scores compare to bottom-up scores? Because they are … Continue reading

Webinar Q&A: How do loyalty and rewards programs affect NPS?

Fred and Rob discussed the upcoming book in a July 20 webinar. In this and subsequent posts, they answer additional audience questions from the webinar question-and-answer session. Q: Specifically within retail, can you comment on any relationship you have observed … Continue reading

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Webinar Q&A: How can I get more actionable NPS data from research firms?

Fred and Rob discussed the upcoming book in a July 20 webinar. In this and subsequent posts, they answer additional audience questions from the webinar question-and-answer session. Q: I understand that establishing an NPS system is more than measuring NPS; … Continue reading

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Webinar Q&A: Does the frequency of customer contact affect NPS?

Fred and Rob discussed the upcoming book in a July 20 webinar. In this and subsequent posts, they answer additional audience questions from the webinar question-and-answer session. Q: Does the amount of customer contact impact customer NPS? (A sales person … Continue reading

Webinar Q&A: Can you measure relative NPS in a nascent industry?

Fred and Rob discussed the upcoming book in a July 20 webinar. In this and subsequent posts, they answer additional audience questions from the webinar question-and-answer session. Q: We are a large solar residential company and NPS is a company-wide … Continue reading

Webinar Q&A: What does a Net Promoter survey look like?

Fred and Rob discussed the upcoming book in a July 20 webinar. In this and subsequent posts, they answer additional audience questions from the webinar question-and-answer session. Q: What does a Net Promoter survey look like, what types of questions … Continue reading

Webinar Q&A: Why a 0-10 scale?

Fred and Rob discussed the upcoming book in a July 20 webinar. In this and subsequent posts, they answer additional audience questions from the webinar question-and-answer session. Q: What do you think about the problem of a 10-point scale? Is … Continue reading

Webinar Q&A: How does product unbundling affect Net Promoter scores?

Fred and Rob discussed the upcoming book in a July 20 webinar. In this and subsequent posts, they answer additional audience questions from the webinar question-and-answer session. Q: How do you think the unbundling of a product towards ancillary revenues … Continue reading