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.

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

How 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 … Continue reading

The Net Promoter Games People Play: A Podcast Q&A with Maurice FitzGerald

Begging customers for strong scores. Only seeking feedback from customers who had positive outcomes. Altering contact information to make dissatisfied customers hard to reach. When it comes to gaming the Net Promoter System, we’ve seen it all and one thing … Continue reading

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

The 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 … Continue reading

What’s in a Benchmark? A Podcast Q&A with Maurice FitzGerald

What does it take to develop meaningful competitive benchmark Net Promoter Scores? What is the relationship between benchmark trends and revenue? What if your company is small or operates in a niche industry with few competitors for comparison? Competitive benchmark … Continue reading

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

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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