NPS Blog

Are Cultural Differences at Play? A Podcast Q&A with Maurice FitzGerald

markey-fitzgerald-220x207How does a customer’s country of origin affect the feedback they provide about service experiences? Are certain countries home to naturally tough critics? Do people in some countries view rating scales differently?

Cultural differences play a role in Net Promoter feedback, but to a far lesser degree than many practitioners assume. The challenge is to separate cultural issues from real service problems.

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 will take on questions about cultural differences that Net Promoter System practitioners often encounter.

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

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