NPS Blog

Category Archives: Reliable metric

The Net promoter score itself, which allows you to sort customers and gain an understanding of your competitive position.

Podcast: What’s in a Scale? More Questions from Listeners

Why does the Net Promoter scale go from zero to 10? Why is passive not the same as neutral? How do I find a competitive benchmark for my industry? In this episode of the Net Promoter System Podcast, I answer … Continue reading

Customers have been talking, and companies are finally listening

Companies across all industries are seeing the benefits of loyalty and trying harder than ever to foster a dialogue with customers. And best of all, companies are listening. Sure, not a week goes by without some bizarre story of a … Continue reading

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Asking for feedback, but actually getting honest answers

A few years ago, I bought a new luxury car. While I had struggled with the decision about which make and model to buy, once I locked in, I had a really good experience. A dealer not too far from … Continue reading

To improve it, start by measuring it

One of the best pieces of advice I ever received came from my uncle, a world-class physicist who later became a business executive. My uncle and his wife graciously took me in for seven years while I was a student … Continue reading

Love feedback but hate surveys? Join the club

Who likes surveys? Not me. I hate them. As a customer, they fill my inbox. They make my phone ring. They generally make me feel guilty for not responding, and when I do take the time to respond I’m almost … Continue reading

A radically simple approach to radical simplicity

When the Net Promoter Score debuted in 2003, perhaps its most distinctive feature was its radical simplicity. The score is based on a single, intuitive question. Its clarity appealed to CEOs, general managers and other business leaders. It wiped away … Continue reading

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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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

Simple is as simple does

Is your company especially analytically oriented? We hear people describe their companies this way a lot, often as a way of explaining that nothing as simple as Net Promoter® could ever work in their company. They’re all engineers or accountants, … Continue reading

What your current customers might not be able to tell you

You’ve probably heard me say that the best indicator of your company’s ability to grow is how your customers feel about doing business with you. If many of them would recommend you to a friend or colleague—and if few say … Continue reading

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Piloting change at Herman Miller

One of the biggest debates inside the Net Promoter community is about how many questions you should ask customers when you collect feedback. The fundamental issue is this: Should you try to include multiple-choice questions so you can do fast … Continue reading

Why no one wants to take your survey

This article originally appeared on LinkedIn.  Of the hundreds of survey requests you receive each year, to how many do you respond? How many times has a store invited you to take an online survey for the chance to win … Continue reading

Do your customers really like you better than before?

More companies these days are using the Net Promoter System (NPS) to gauge how well they’re doing in the eyes of their customers. They conduct short, frequent surveys, often after every significant interaction. They typically ask how likely (on a zero-to-10 … Continue reading

Would you recommend your doctor to a friend?

The UK’s National Health Service (NHS) recently joined the list of public sector entities that are turning to the Net Promoter Score to gauge the loyalty of their various constituents when it started asking patients in England and Wales how … Continue reading

Creating questionnaires that deliver answers

When we developed the Net Promoter Score, we knew it would only work if we made the underlying questionnaire simple, easy and fast. If your survey response rates are less than 40% for a consumer-focused company or less than 60% for … Continue reading