NPS Blog

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; you should act upon the NPS results. Do you have any recommendations about how to get more actionable NPS data from research firms? (The open-ended questions in the quantitative forms are entered by survey agents, and many times they do not give in-depth understanding about important root causes.)

Many market research firms struggle to gather and process open-ended verbatim comments. The analysis of free text poses a number of challenges.

Bain and Bain clients have worked with some very good vendors of free-text analysis and codification. We will list the names of several reputable ones on netpromotersystem.com later this year.

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