NPS Blog

Monthly Archives: August 2014

Putting an end to pointless surveys

So many companies today suffer from survey diarrhea, constantly bombarding their customers with long, pointless surveys. These surveys usually ask for 10 or 15 minutes of a customer’s time and rarely lead to any meaningful changes. My latest post on … Continue reading

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Scaling up or scoping out at Herman Miller

So you’ve run some closed-loop feedback pilots using the Net Promoter System. You’ve learned a few things. Now what do you do? That’s the question Pam Carpenter and Michael Ramirez face as they bring Net Promoter to Herman Miller. We’ve … Continue reading

The benchmark is dead! Long live the benchmark!

“Can you please provide benchmark Net Promoter Scores for psychoceramics companies operating or selling at the high end of the Mauritanian market?” Net Promoter practitioners love to talk about NPS benchmarks. They want to know how their companies measure up … Continue reading