LATEST DISCUSSIONS

  • Deborah Eastman

    RE: NPS+

    Posted in: Net Promoter Foru...

    Joe, Yes, many customers use additional metrics and as David says, multiple questions. Here's a quick rundown on proper usage of NPS. NPS is a relationship measure for the entire customer journey. This is what should link to your financial outcomes. Most relationship NPS measures combine...

  • photo not available

    RE: Increasing Response Rat...

    Posted in: Net Promoter Foru...

    The one thing I think people sometimes miss is the contact data quality impact on response rates. If you send your survey to people who shouldn't be in the survey audience to begin with, your response rates will definitely be impacted:) A few strategies that have worked for us: 1. Building in...

  • David White

    RE: NPS+

    Posted in: Net Promoter Foru...

    Hi Joe, We ask additional questions using the 0-10 format that are directly related to delivering the basic of the customer experience, this helps us focus our efforts. Some examples: Satisfaction with delivery, quality, responsiveness, sales availability, ease of doing business, technical support,...

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