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Author Archives: Net Promoter System

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