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Latest Discussions

  • Posted in: Net Promoter Forum

    Brett, You should consider the following factors in addressing this question: 1. What are you trying to measure? Are you trying to measure the impact of the web experience on NPS? If so, then you could add NPS to survey, but I would still measure satisfaction. Are you trying to assess willingness...

  • Posted in: Net Promoter Forum

    Hi Rod. Yes, you will see a positive bias when you flip the scale. We have done this for several customers who previously used the scale backwards (10-0) and their score has dropped, or customers that insist on flipping the scale from 0-10 and their scores go up. The other factor that will...

  • Posted in: Net Promoter Forum

    Steven, If you are asking about rebranding your "program" - the answer is absolutely YES! You should brand it something you are wiling to present to the customer. For example, some great examples I've seen: Customer First, Voice of Customer, Experience Matters, Value Improvement Program (VIP)....

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