NPS Blog

Tag Archives: customer metrics

Technology that helps you close the loop

In our latest Net Promoter System℠ podcast, I speak with Borge Hald, CEO of Medallia. Medallia’s services help companies capture customer feedback, understand it in real time and take action to improve the customer experience. The company’s software powers closed-loop … Continue reading

Telstra’s Net Promoter system

A great example of a company’s leader using the Net Promoter system to develop a more customer-focused culture: Thodey has a way to go on customer satisfaction from the Australian newspaper The Age.      

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

Why Cornell asks alumni the ultimate question

Cornell University holds 1,400 events a year for alumni, parents and friends—one every six hours. These events cost millions of dollars and require a considerable effort to plan. But do they help the university reach its goals? In the October … Continue reading

BlackBerry: NPS is “the real litmus test for us”

In a slick ad during Sunday’s Super Bowl, BlackBerry made it clear what its new Z10 smartphone can’t do: Set people on fire, turn human legs into an elephant’s and cause a careening tractor trailer to explode into a wave … Continue reading

At call centers, a better measure of success

The traditional measure of success at many call centers is the average handling time (AHT), the amount of time it takes for an employee to address a customer’s problem. A short AHT quantifies how quickly the employee handled the issue, … Continue reading

“Wowing” customers every day, not just Black Friday

Many stores are adopting a hurry-up offense for Black Friday this year and opening the evening of Thanksgiving Day, hoping to attract the most eager shoppers. Is opening earlier (and cutting into employees’ time with their families) the way to delight … Continue reading

Profits follow when you put people first

Too many companies focus on maximizing short-term profits because they are a reliable metric for evaluating executives’ performance. But many companies would benefit from measuring how closely they follow the Golden Rule. As Net Promoter practitioners know, companies that delight their customers … Continue reading

What you can learn from a smiley face

This post originally appeared on LinkedIn.  Last month marked the 30th anniversary of the emoticon. : – ) Who knew that emoticons have been around that long? And yet I am not at all surprised to see that they have evolved … Continue reading

Putting a value on customer loyalty

Very few companies have developed a rigorous gauge for assessing the worth of individual customers—one of the most important assets a company has. In the latest post on my LinkedIn blog, I react to the astute comment of an accountant … 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

What you can learn from a smiley face

Last month marked the 30th anniversary of the emoticon. Who knew that emoticons have been around that long? In my latest post on my new LinkedIn blog, I discuss how NPS practitioners use smiley faces to create crisp, clear scoreboards that … Continue reading

Can a company make you happy?

This important question is the topic of my first post on my new LinkedIn blog. I’m thrilled to be part of LinkedIn’s new blogging effort, which launched today. This exciting project brings together thought leaders in business, politics and media to … Continue reading