NPS Blog

Tag Archives: NPS

Lessons from long-time loyalty leaders

In our latest podcast, we bring you a conversation with two deeply experienced loyalty leaders, Linda Verba and Brian Andrews. Linda Verba is the EVP of Retail Operations and Service Recognition at TD Bank Group, and one of the prime … 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

The most toxic kind of corporate “waste”

This post originally appeared on LinkedIn.  In the suburb where I live, people regularly demolish 4,000-square-foot homes just because they’re a little outdated, clearing the way for new 8,000-square-foot estates. Everything goes into the dumpster— all the flooring, drywall, window, … 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.      

The growing popularity of employee NPS

Employees who feel real enthusiasm generally find creative ways to make their customers’ lives better and earn their deep loyalty. It’s a concept we’ve been working on for several years. In the latest issue of HR Magazine, the publication of … Continue reading

NPS training that you’re likely to recommend

For every analytics system and measuring tool, there are twice as many conferences, seminars and certification programs promising to make you an expert in them. But sometimes these workshops are worth it. A user of Quora asked me what I … 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

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

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

A business where the ultimate goal is loyalty

Check out this item about a UK football (a.k.a. soccer) team—Birmingham City F.C. They are using Net Promoter to measure loyalty among first-time fans and attendees of corporate events. Loyalty is a pretty obvious element of any sports team’s business. … 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

Let customers know you’re listening to them

Closing the loop is a central element of the Net Promoter system that Rob and I describe in our book. It signals to customers that their feedback actually produces results and brings that customer’s voice right inside the organization and allows … Continue reading