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Latest Discussions

  • Posted in: Net Promoter Forum

    Hi Zoe, It is not unusual for Touch-Point survey results to be different (higher is this case) from Relationship NPS as they are influenced by different factors. The NPS survey is a measure of the customer's perception of your organisation. This perception relates to actual experience dealing with...

  • Posted in: Net Promoter Forum

    At our company I am running a semi-annual relationship based survey to decision makers and high influencers to those decision makers. We also send our transaction based CSAT surveys after service and support type transactions and have added the NPS recommendation question to those transaction surveys....

  • Posted in: Net Promoter Forum

    Hello David Thanks for sharing this. I found the article very interesting. The closing sentiment of 'behavior trumps intentions and attitudes' is also interesting, as it suggests that CSAT is superior to NPS & CES. But there is another way of looking at this.... The whole point of NPS wasn't...

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