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.

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

Airlines turn to NPS to cut customer turbulence

After irritating travelers with delays, oversold flights, baggage fees, dwindling amenities, poor communications and a host of other missteps, airlines are taking steps to earn back the loyalty of passengers. And several carriers use a Net Promoter system as their … Continue reading

Can good service get lost in translation?

When your Net Promoter scores vary widely across countries, it’s natural to wonder if a cultural difference is to blame. Before you dismiss a discrepancy as beyond your control, it’s crucial to dig deeper and consider other factors. A user … Continue reading

Are people talking about your brand? One good way to find out

The Net Promoter system is a natural fit for service companies, but what about consumer goods, such as cereal and shoes? A user of the social network Quora asked whether the question “How likely are you to recommend us to … Continue reading

With customer service, sometimes no answer is your answer

How valuable is your Net Promoter® score if only 2% of your customers took the survey? It’s a fair question with a simple answer. A user of the social network Quora, which has a vibrant NPS community, recently asked this … Continue reading

Numbers count, but feelings come first

This post originally appeared on LinkedIn.  Long ago, one of my statistics professors in college cautioned me that statisticians tend to obsess about creating the highest R-squared. Inflating one’s R-squared might be just the ticket for getting your results published in … Continue reading

Bruce Temkin: “Likelihood to recommend” tops customer experience measures

If you have even a passing interest in customer service analysis, you’ve probably heard of Bruce Temkin, co-founder of the Customer Experience Professional Association and managing partner of the Temkin Group, a customer experience research firm. Bruce’s company recently studied … Continue reading

Survey sabotage: Is your customer data misleading you?

This article originally appeared on Forbes.com.  In this age of Yelp, Facebook and Twitter, consumer opinions have never been so powerful. While it’s easier than ever to find reviews and ratings, companies still grapple with how to best gauge their relationships with … Continue reading

Do you trust your customer survey results?

This article originally appeared on Forbes.com.  Few questions reveal as much about the customer experience as: “How likely are you to recommend this company’s services to a friend?” To find out the answer, leading companies such as Charles Schwab, Apple Retail … Continue reading

Motivate employees to provide better service, not to beg

Keeping frontline employees in the loop about customer feedback is critical. But if you’re not careful, customer scores, rather than customer loyalty, can start to drive their behavior. You don’t want frontline employees begging for scores—an experience you’ve probably had … Continue reading

Simple beats sophisticated when it comes to customer metrics

Sophisticated analyses and precise data are very appealing to management teams on the verge of making a big decision. But simplicity can often be better than precision. In this Harvard Business Review video, I talk about an experience I had … Continue reading

A speed summary of The Ultimate Question 2.0

Paul Marsden, who blogs about using NPS in brand advocacy recently wrote a “speed summary” of The Ultimate Question 2.0. We thought he did a great job, so we asked him if we could reproduce it here: Speed Summary: The … Continue reading

Net Promoter on a napkin

David Mitzenmacher drew a great summary of the Net Promoter system—on a napkin—and posted it to his blog. As the co-author of a 267-page book on the subject, I should probably find this vaguely disturbing. Instead, I’m really impressed. Nice … Continue reading

Before you link pay to customer feedback: five essentials

The following post originally appeared on the Harvard Business Review Blog Network. More and more companies are tying incentive pay to customer metrics. TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. Phones4U, a … Continue reading