NPS Blog

Why Response Rates Matter: A Podcast Q&A with Maurice FitzGerald

markey-fitzgerald-220x207The statistical validity of the Net Promoter Score depends on response rates; the higher the rate, the greater the accuracy. Low response rates can easily undermine a company’s Net Promoter System, causing leaders to overlook burgeoning problems or wrongly assume that customers are happy.

Leading Net Promoter companies aim for response rates of 40%-60%. What counts most, of course, is high response rates from core or target customers—those who are most profitable and whom you would most like to become promoters.

Response rates are a vexing issue for just about every Net Promoter practitioner. In this episode, I welcome back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. Together, we tackle practitioners’ common questions about response rates.

You can listen to our conversation in iTunesStitcher or through the player below.

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